Job Description
As a Customer Service Solution Analyst I in the Support organization, you will use strong communication and customer service skills to work directly with Oracle Health customers as the initial point of contact for support. You will be responsible for supporting Oracle Health customers by providing technical support, investigation, configuration requests, issue resolution, and escalation in a call and ticket-based environment. You will have both process and solution knowledge that allows you to collaboratively support both customers and your team. You will also have the opportunity to gain knowledge on specific Oracle Health products and solutions. Position will work in a Contact Center environment.
Career Level - IC1
Responsibilities
In this role, you will use customer service skills and application knowledge to assess, investigate, and resolve Oracle Health customer issues and requests via call, ticket, and other electronic means. You will work directly with internal and external customers, which requires strong communication skills. You will be responsible for documenting the investigation and performing basic technical troubleshooting to resolve issues in real time with follow up for more complex matters. You will also be responsible for appropriately triaging and escalating issues, which requires an understanding of the different application products and solutions in addition to your solution of expertise. The investigation and basic technical troubleshooting responsibilities include both front and backend methods, such as gathering information, shadowing end users, using troubleshooting tools, capturing log files, testing workflows, querying tables, updating database fields, and cycling servers. As a Solution Analyst II, you will have the application and process knowledge to mentor, educate your peers, and proactively identify knowledge article and process needs. The work requires both independent and collaborative work in a fast paced environment. You will be responsible for adhering to regulatory policies, such as HIPAA, and Oracle Health policies, procedures, and customer requirements.
During training, you will gain insights into Oracle Health's support methodology and will begin project work immediately. You'll work alongside the experts to gain knowledge and skills that will prepare you for a long-term, meaningful career with Oracle Health!
Qualifications:
Associate, Bachelors or Technical Degree preferred or in lieu of degree may substitute 2 additional years professional experience in customer service, technical support and/or healthcare industry required
Minimum 2+ years providing support for software products (exceptions may be made where the candidate brings extremely desirable non-product related skills)
Due to the client contract you will be assigned, this position requires you to be a U.S. citizen
Receipt of the appropriate government security clearance card applicable for your position
Expectations:
Ability to work one of the following shifts available for the position (all in CT):
Traditional Monday through Friday shifts from 5:00 AM - 2:00 PM, 6:00 AM - 3:00 PM, 7:00 AM - 4:00 PM, 8:00 AM - 5:00 PM, or 9:00 AM - 6:00 PM
Swing shifts Monday through Friday from 10:00 AM - 7:00 PM, 11:00 AM - 8:00 PM, or 12:00 PM - 9:00 PM
4X10 shifts Monday through Thursday, Wednesday through Saturday, or Sunday through Wednesday from 8:00 AM to 7:00 PM or 9:00 AM to 8:00 PM
554 shifts from 7:00 AM - 7:00 PM or 554 night shifts from 7:00 PM - 7:00 AM
Ability to work in office 3 days a week at one of the following Oracle Health offices:
Kansas City, MO
Columbia, MD
Orlando, FL
Nashville, TN
Austin, TX
Home internet speed and reliability connection must meet the following expectations: Download >= 20 Mbps and Upload >= 5 Mbps at www.speedtest.net and Total packet Loss https://packetlosstest.com/ OR the ability to work in the Oracle Health office
Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position.
Perform other responsibilities as assigned.
Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from $19.23 to $38.32 per hour; from: $40,000 to $79,700 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
About Us
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.
We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
