Customer Service Admin Support A2
Posted on: May 27, 2023
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.
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. 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.
- 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
- Bachelor's degree
- At least 1 year of call center or phone support work experience
Perform other responsibilities as assigned
- Ability to work one of the following shifts available for the position (all in CT):
o Traditional Monday through Friday shifts from 7:00 AM - 4:00 PM, 8:00 AM - 5:00 PM, or 9:00 AM - 6:00 PM
- 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 Cerner office
- If located in the Kansas City metropolitan area, you may be required to work in office during normal business operations
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
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 $16.88 to $31.92 per hour; from $35,100 to $66,400 per annum.
Colorado Pay Range: from $15.91 to $28.75 per hour; from $33,100 to $59,800 per annum.
New York City Pay Range: from $15.91 to $30.34 per hour; from $33,100 to $63,100 per annum.
Washington Pay Range: from $17.79 to $30.34 per hour; from $37,000 to $63,100 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:
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
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
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**
Keywords: Oracle, Jackson , Customer Service Admin Support A2, Administration, Clerical , Jackson, Mississippi
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