Senior Solution Analyst

Company: myGwork
Location: Kansas City
Posted on: March 17, 2023

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

• 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 education
  • Receipt of the appropriate government security clearance card applicable for your position
  • Due to the client contract you will be assigned, this position requires you to be a U.S. citizen Preferred Qualifications
    • Bachelor's degree or equivalent relevant work experience Expectations
      • 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 position Diversity and Inclusion: An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.
        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