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Oracle

Technical Support Analyst

Oracle
Kansas City, MO Full time Posted 17d ago
Application Support Contact Center Customer Support End User Support Help Desk Support Information Technology (IT) Phone Support Technical Support
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Job Description

Based onsite in Kansas City, Missouri, Oracle seeks a Technical Support Analyst to provide post go-live support for the Oracle Health Person Management solution. This role positions you as the primary point of contact for customers, advocating for their needs and guiding escalated issues toward resolution while collaborating with the broader Support organization.

Responsibilities

  • Provide post go-live support and solutions for the Oracle Health Person Management customer base, acting as the advocate for customer needs.
  • Resolve technical inquiries via phone and electronic channels, including troubleshooting and guidance on the Oracle Health Person Management product.
  • Serve as the primary customer liaison, maintaining relationships with Support and assisting with potential escalated issues.
  • Support the Person Management team within Oracle Health.
  • Field customer inquiries through phone or electronic channels as the main point of contact.
  • Deliver technical support by diagnosing and resolving known issues associated with the assigned Oracle product(s).
  • Collaborate with internal teams to report and contribute to the resolution of routine design, reliability, and maintenance issues.
  • Maintain service request and product documentation for ongoing reference.
  • Begin creating Knowledge Base articles and troubleshooting guides for resolved issues.
  • Consult internal teams and stakeholders on a variety of customer situations and technical issues.
  • Begin to leverage automation and tooling, including AI assistance, to uncover root causes of common issues and to suggest enhancements to existing support processes, workflows, guidelines, and best practices.

Requirements

  • Knowledge of Person Management solutions
  • Technical troubleshooting skills
  • SQL / CCL experience
  • API familiarity
  • Customer and incident management capabilities
  • Healthcare acumen and understanding of healthcare terminology
  • Teamwork and ownership
  • Learning agility
  • AI fluency

Technologies

  • SQL
  • CCL
  • API
  • AI Assistance

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