Senior Customer Service Specialist
Overview
As an Associate Customer Service Solution Analyst within Oracle Health Support, you will serve as the first point of contact for Oracle Health clients seeking technical and application support. In this role, you will provide customer service, technical troubleshooting, issue resolution, and support triage within a fast-paced Tier 1 support environment. You will support both internal and external clients through phone, ticket, and electronic support channels while gaining exposure to Oracle Health applications, workflows, and support methodologies. This role is ideal for individuals looking to build foundational experience in healthcare technology and client support operations.
Responsibilities
- Serve as the first line of support for client incidents, requests, and technical issues
- Provide front-line customer support through calls, tickets, and electronic communication channels
- Investigate, troubleshoot, document, and resolve customer issues in real time
- Triage and escalate issues using monitoring and troubleshooting tools
- Perform routine, pre-approved configuration and maintenance changes within client domains
- Gather detailed information to support issue resolution and escalation efforts
- Troubleshoot front-end application issues by: shadowing end users, testing workflows, validating functionality, leveraging troubleshooting tools and knowledge articles
- Support backend troubleshooting activities including: capturing log files, querying tables, updating database fields, cycling or updating servers
- Maintain accurate documentation throughout the support lifecycle
- Collaborate with internal teams and customer stakeholders to support timely issue resolution
- Prioritize and manage multiple issues independently while working within a collaborative, fast-paced support environment
- Adhere to HIPAA, PECA, CHIA, Oracle Health policies, and customer security requirements
Training & Development
As part of the Client Services Academy (CSA), you will receive structured onboarding and support training designed to build foundational knowledge of Oracle Health technologies and support methodologies. During training, you will:
- Work alongside experienced support professionals
- Gain hands-on exposure to real-world client support scenarios
- Build technical troubleshooting and workflow analysis skills
- Begin project work immediately while developing a foundation for long-term career growth within Oracle Health Support
Qualifications
- Minimum Qualifications: Associate degree, Bachelor degree, or Technical degree preferred; 2+ years of professional experience in customer service, technical support, healthcare, or related industries; at least 1 year of call center and/or phone-based technical support experience; basic technical troubleshooting aptitude and willingness to learn healthcare technology systems; strong communication and customer service skills
- Qualifications Disclaimer: Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.
Ranges and Benefits
- Hiring Range in USD: from $19.09 - $36.35 per hour; from: $39,700 - $75,600 per year.
- Benefits: Medical, dental, and vision insurance, including expert medical opinion; short term disability and long term disability; life insurance and AD&D; supplemental life insurance (Employee/Spouse/Child); health care and dependent care; flexible spending accounts; pre-tax commuter and parking benefits; 401(k) Savings and Investment Plan with company match; paid time off; flexible vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position; accrued vacation is provided to all other employees eligible for vacation benefits; adoption assistance; employee stock purchase plan; financial planning and group legal; voluntary benefits including auto, homeowner and pet insurance.
About Us
Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives. True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that 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. 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. 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.