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.

As an Associate Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Your primary task will be to provide level one support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means).

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. As this is an entry-level technical position at Oracle, a technical degree is preferred i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA. OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).

Responsibilities

As an Technical Solution Analyst, you provide functional and technical expertise to our clients and collaborate with project teams who are implementing Oracle Cerner software. Much of your time will be spent troubleshooting service requests, retesting workflows, resolving client incidents and maintaining frontend and backend applications while creating documentation throughout the duration of an issue. As you work with Oracle Cerner technologies, you prioritize and plan issue resolutions both independently and in a collaborative and fast-paced team environment.

When hired into the Client Services Academy, you reap big benefits. During training, you will gain insights into Oracle Cerner 's support methodology and work alongside the experts to gain knowledge and skills that will prepare you for a long-term, meaningful career with Oracle Cerner . You will work directly with clients, so strong communication and customer service skills are needed.

Please note, employer-based immigration sponsorship is not available for this position (e.g., CPT, OPT, J-1, H-1B, TN), and Oracle Cerner is unable to complete any immigration-related paperwork, including but not limited to, DSO paperwork, Form I-983 training plan, SEVIS documentation, etc.

Basic Qualifications

• At least 4 years total combined related work experience and/or completed higher education including:
  • Bachelor's degree in Computer Science, Information Systems, Computer Engineering, Software Engineering, or related field; or equivalent, relevant work experience
• 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

• Proficiency through work experience or academic coursework in a programming language including Java, JavaScript, C++, C#, HTML, XML, SQL, etc.
• At least 1 year of customer service work experience

Expectations

• U.S. work authorization required
• Provide on-call support when needed
• Willing to work on a flexible schedule as needed
• Access to a reliable internet connection
• 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

Qualifications

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

New York City Pay Range: from $20.87 to $43.89 per hour; from $43,400 to $91,300 per annum; eligible for equity.

Colorado Pay Range: from $22.40 to $41.59 per hour; from $46,600 to $86,500 per annum; eligible for equity.

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