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Lead Support Analyst

at Oracle in Augusta, Maine, United States

Job Description

Job Description

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated 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. 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 Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. 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. Bachelors degree, 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.

Responsibilities

As the Lead Support Analyst, you will serve as an escalation point to investigate and resolve complex client problems. You will apply in-depth client and solution knowledge to investigate and resolve routine and non-routine problems received via phone, ticket, or other electronic means. The Lead Support Analyst will promote team knowledge base utilization, validate, and update content and address gaps and inconsistencies. You will also be responsible for collaborating across teams to ensure issues are addressed by appropriate individuals. Delegate the work and provide clear expectations and follow up to ensure progress. This role will require you to promote and build a diverse and cohesive team to accomplish objectives and align associate skills to fill gaps. You will also be responsible for adhering to policies and procedures including HIPAA, PECA, CHIA and client notification requirements.

Basic Qualifications

+ At least 6 years total combined higher education and related work experience, including:

+ At least 1 year of customer service, call center, hospitality and/or technical support work experience

+ At least 5 years additional higher education and/or additional work experience directly related to the duties of the job

Preferred Qualifications

+ Bachelor’s Degree

Expectations

+ Willing to work additional or irregular hours as needed and allowed by local regulations

+ Must be located in the Kansas City metropolitan area

+ 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

+ Perform other responsibilities as assigned

Range and benefit information provided in this posting are specific to the stated location(s)

California Pay Range: from $19.52 to $36.97 per hour; from $40,600 to $76,900 per annum.

Colorado Pay Range: from $18.46 to $33.27 per hour; from $38,400 to $69,200 per annum.

New York City Pay Range: from $18.46 to $35.10 per hour; from $38,400 to $73,000 per annum.

Washington Pay Range: from $20.63 to $35.10 per hour; from $42,900 to $73,000 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

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector-and 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.

We’re 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**
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Job Posting: JC229458511

Posted On: Nov 30, 2022

Updated On: Feb 02, 2023

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