Technical Solution Analyst I
Job Posting for Technical Solution Analyst I at Oracle
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.).
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.).
- Perform troubleshooting investigations reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally
- Perform troubleshooting investigations via backend methods by capturing log files, querying tables, updating database fields, and updating/cycling servers
- Communicate effectively verbally and in writing to clients and internal stakeholders
- Document notes, activities, resolutions, and other knowledge articles throughout the lifecycle of an investigation
- Prioritize work based on severity and urgency balancing client and business needs
- Collaborate among and across teams to ensure issues are addressed by the appropriate individuals
Basic Qualifications
- At least 4 years total combined related work experience and completed higher education, including:
- Bachelor's degree in Computer Engineering, Computer Science, Information Systems, Software Engineering, or related field, or equivalent relevant work experience
- Perform other responsibilities as assigned
- Provide on-call support when needed
- Willing to work additional or irregular hours as needed and allowed by local regulations
- Willing to work on a flexible schedule as needed
- 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
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Salary.com Estimation for Technical Solution Analyst I in Kansas City, MO
$110,242 to $146,473
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