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Senior Solution Analyst

Company: Oracle
Location: Nashville
Posted on: November 26, 2022

Job Description:

Job DescriptionAs a member of the Support organization, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to provide level three support including problem resolution within published goals using the Knowledge Base, write product documentation, use Web Resources, and Lab Testing, etc. to resolve issues. Calls are generally more complex application problems or requests to resolve problems if the system is down which relies on analytical and technical skills.In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Key technical contact for clients and staff which includes training and coaching. Handle open service requests that are dispatched, implement fixes, (i.e. writing SQL scripts, and document the case for escalation), analyze the hardware or software problem and write case notes in the tracking system. Work is of moderate difficulty and needing some judgment. Support may be delivered via electronic channels (web, e-mail, etc.) or phone. Position may work in a call center environment as needed. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.Prior working knowledge of or the desire to quickly learn about Oracle products. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. An ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success. Bachelors degree. 2 - 3 years of related experience.ResponsibilitiesAs a Senior Solution Analyst, you will, serve as the first line to investigate and resolve client problems received via phone, ticket, or other electronic means. You will establish best practices for triage and escalation of issues by using applicable monitoring and troubleshooting tools. You will perform routine, preapproved changes to client domains. You will perform complex troubleshooting investigations reviewing front-end applications and via backend methods. You will serve as a role model to provide exceptional customer service in person, via phone and email as appropriate while documenting investigation and issue resolution. You will adhere to policies and procedures including HIPAA, PECA, CHIA, and client notification requirements. You will recognize and communicate trends in issues or clients. You will investigate and resolve issues not previously documented in a knowledge base.Basic Qualifications

  • At least 5 years total combined related work experience and completed higher education, including:
  • At least 1 year customer service, call center, hospitality and/or technical support work experience
  • At least 4 years additional work experience directly related to the duties of the job and/or completed higher educationPreferred Qualifications
    • Bachelor's degree or equivalent relevant work experienceExpectations
      • Perform other responsibilities as assigned
      • Willing to work additional or irregular hours as needed and allowed by local regulations
      • 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 positionRange and benefit information provided in this posting are specific to the stated location(s)New York City Pay Range: from $18.70 to $31.88 per hour; from $38,900 to $66,300 per annum.Colorado Pay Range: from $16.73 to $30.19 per hour; from $34,800 to $62,800 per annum.Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, as well as reflect Oracles 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 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
      • Flexible paid time off (unlimited or accrued vacation and sick leave)
      • Paid parental leave
      • Employee Stock Purchase Plan
      • Adoption assistance
      • Financial planning and group legal
      • Voluntary benefits including auto, homeowner and pet insuranceAbout UsAs a world leader in cloud solutions, Oracle uses tomorrows technology to tackle todays problems. True innovation starts with diverse perspectives and various abilities and backgrounds.When everyones voice is heard, were inspired to go beyond whats been done before. Its why were committed to expanding our inclusive workforce that promotes diverse insights and perspectives.Weve partnered with industry-leaders in almost every sectorand continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.Were committed to including people with disabilities at all stages of the employment process. If you would like accessibility assistance or accommodation for a disability at any point, let us know at +1.888.404.2494, Option 1.Disclaimer:Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.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.* Which includes being a United States Affirmative Action Employer

Keywords: Oracle, Nashville , Senior Solution Analyst, Professions , Nashville, Tennessee

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