<p>Location: On-site position based in Orlando, FL, Columbia, MD or Austin, TX (this is an ONSITE position)</p> <p>This is a full-time, shift-based role, with shifts assigned based on workforce needs at the time of hire. Your work schedule will likely include weekends and holidays, and shifts may occur at any time within a 24-hour period.</p> <p>No visa sponsorship is available for this position</p> <p>Overview</p> <p>Are you a creative person who loves a challenge? Solve the complex puzzles you've been dreaming of as our Customer Service Analyst. If you have a passion for innovation in tech, we want you on our team! Thrive in this crucial role!</p> <p>Oracle is a technology leader that's changing how the world does business. We're looking for an experienced and self-motivated person. We appreciate you taking the time to review the list of qualifications and to apply for the position. Come and join us!</p> <p>We are looking for Customer Support Administrators to own Tier 1 Technical Support. You'll be supporting enterprise Oracle applications, and the fixing is not so much resetting passwords and deploying laptops, but rather learning a proprietary application front-to-back and doing things like running SQL queries to solve issues, investigating network problems ("your side? Our side? Let me dig into this for you..."), and helping users navigate bugs, outages, and any other issues they may have.</p> <p>Some of what we do:</p> <ul> <li>Be the first line of telephone contact for our customer base - You are the face of Oracle Support </li><li>Check customer entitlement for support and work with the Support Operations HOST team where entitlement is unclear </li><li>Provide first-line application support for a wide range of product or systems-related service requests </li><li>Log and manage support requests in the appropriate systems and ensure that the appropriate internal and customer follow-up is performed within the published or agreed timelines </li><li>Analyze, fix, and resolve customer issues, working towards the resolution at a first level within a timely manner or working with your manager or team lead to reassign to the appropriate resource or group </li><li>Take ownership of service requests (SRs)and supervise through to resolution - this includes SRs passed to other teams or external partners </li><li>Maintain good relationships with customers, collaborating closely with customers during the incident process to ensure that they are kept informed of progress </li><li>Contribute to Knowledge by actively commenting and providing feedback on KM articles. </li><li>May reproduce technical issues that customers report in a test environment to fix & resolve </li><li>Carry out other duties as reasonably requested by your line manager </li></ul> <p>Career Level - IC1</p> <p>As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.</p> <p>We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.</p> <p>Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.</p> <p>We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.</p> <p>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.</p>