Senior Solution Analyst
Company: myGwork
Location: Kansas City
Posted on: March 17, 2023
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Job Description:
As 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. 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
location(s) California Pay Range: from $17.74 to $33.56 per hour;
from $36,900 to $69,800 per annum.
Colorado Pay Range: from $16.73 to $30.19 per hour; from $34,800 to
$62,800 per annum.
New York City Pay Range: from $16.73 to $31.88 per hour; from
$34,800 to $66,300 per annum.
Washington Pay Range: from $18.70 to $31.88 per hour; from $38,900
to $66,300 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 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 offers a
comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical
opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Flexible paid time off (unlimited or accrued vacation and sick
leave)
9. Paid parental leave
10. Employee Stock Purchase Plan
11. Adoption assistance
12. Financial planning and group legal
13. Voluntary benefits including auto, homeowner and pet
insurance
As 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
In order to nurture the talent that makes this happen, we are
committed to an inclusive culture that celebrates and values
diverse insights and perspectives, a workforce that inspires
thought leadership and innovation. .
Oracle offers a highly competitive suite of Employee Benefits
designed on the principles of parity, consistency, and
affordability. The overall package includes certain core elements
such as Medical, Life Insurance, access to Retirement Planning, and
much more. We also encourage our employees to engage in the culture
of giving back to the communities where we live and do
business.
At Oracle, we believe that innovation starts with diversity and
inclusion and to create the future we need talent from various
backgrounds, perspectives, and abilities. We ensure that
individuals with disabilities are provided reasonable accommodation
to successfully participate in the job application, interview
process, and in potential roles. to perform crucial job
functions.
That's why we're committed to creating a workforce where all
individuals can do their best work. It's when everyone's voice is
heard and valued that we're inspired to go beyond what's been done
before.
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
This employer is a corporate member of
myGwork - LGBTQ+ professionals, the business community for LGBTQ+
professionals,
students, inclusive employers & anyone who believes in workplace
equality.
Keywords: myGwork, Kansas City , Senior Solution Analyst, Professions , Kansas City, Kansas
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