Solution Analyst

Solution Analyst at Oracle in Boise, Idaho, United States Job Description 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 two support including problem resolution within published goals using the Knowledge Base, write product documentation, use Web Resources, and Lab Testing, etc. to resolve issues. 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. 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 semi-routine in nature. 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. Associates degree. At least 1 year of related experience. Responsibilities As a Solution Analyst, you will be responsible for supporting Oracle Cerner 's internal and external clients by providing outstanding customer service and basic technical support in a Tier 1 call-centered environment. You will be responsible for serving as the first line to investigate and resolve client problems received through phone, ticket or other electronic means, triaging and escalating issues by using applicable monitoring and troubleshooting tools, and performing routine, preapproved changes to client domains. You will also be responsible for troubleshooting investigations, reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally, performing troubleshooting investigations via backend methods by capturing log files, querying tables, updating database fields, and updating/cycling servers. Much of your time will be spent investigating service requests, resolving client incidents and maintaining applications. As you work with Oracle Cerner technologies, you prioritize and plan issue resolutions both independently and in a collaborative and fast-paced team environment. You will work directly with clients, so strong communication and customer service skills are needed. You will also be responsible for adhering to policies and procedures including HIPAA, PECA, CHIA, and client notification requirements. When hired into the Client Services Academy, you reap big benefits. During training, you will gain insights into Oracle Cerner '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 Cerner . Basic Qualifications: At least 4 years total combined related work experience and 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 At l To view full details and how to apply, please login or create a Job Seeker account