Senior Customer Service Specialist

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include only sections with real content. Must not repeat job title. Must not include Job ID etc. Must preserve all substantive info, no invention. Remove boilerplate like EEO, legal, etc. Also remove duplicated lines, application instructions. Must not include sections with filler like "commensurate with experience". Must include Pay and Schedule only if posting actually states them. The posting includes Schedule Expectations with CT schedule options. So we need a Schedule section. Pay: posting includes "Range and benefit information provided in this posting are specific to the stated locations only US: Hiring Range in USD from $19.09 - $36.35 per hour; from: $39,700 - $75,600 per year." So we have pay info. Benefits: there is a long list of benefits. So we need Benefits section. Also there is "Qualifications" section: includes Minimum Qualifications etc. Also there is "Training & Development" which could be considered part of Qualifications or maybe separate? The instruction says use headings for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can include "About the role" (the Overview paragraph). Responsibilities (list). Qualifications (list). Benefits (list). Pay (maybe a paragraph). Schedule (list). Possibly Skills? Not explicitly separate; maybe we can omit Skills if no dedicated content. Requirements? Could be same as Qualifications? The posting has "Qualifications" and also "Training & Development". Could treat Training & Development as part of Qualifications or maybe as a separate section like "Training & Development" but not in allowed headings. Since only allowed headings list, we should not create extra headings. So we can incorporate Training & Development under Qualifications or maybe under About the role? Better to put under Qualifications as additional bullet? But we must preserve all substantive info; we can include it as a subsection within Qualifications using

or

. Since we cannot create new headings, we can just add a paragraph under Qualifications. Also there is "Overview" which is About the role. We need to exclude boilerplate: U.S. citizenship required due to client contracts. Position must be performed on U.S. soil. Ability to obtain appropriate government security clearance is required. This role follows a hybrid schedule and may require in-office attendance based on business and operational needs. Preferably based in one of the following locations: Orlando, FL Kansas City, MO Nashville, TN That is substantive info about citizenship, location, hybrid schedule. Should we include that? It's not covered by headings but we can include as a paragraph under About the role or maybe a separate section like "About the role" includes overview and these details. The instruction: "Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So we can have About the role heading and include overview plus citizenship etc. We must not include duplicated lines. Also must not include "Career Level - OP4", "About Us" maybe considered boilerplate? The "About Us" paragraph is generic marketing; could be considered boilerplate but it's substantive about company. The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. "About Us" is not explicitly listed as boilerplate but could be considered generic marketing; but it's not EEO etc. Might be okay to keep? However it's not under any of the allowed headings; we could incorporate into About the role? But About the role is about the role, not company. Could add a separate section like "About the company" but not allowed heading. Safer to omit it, as it's not required to preserve? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." The About Us is substantive about company but not about the role. Might be considered boilerplate? It's not EEO etc. But it's generic marketing; still could be considered boilerplate. The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. It doesn't say remove marketing fluff. But to be safe, we could keep it under a heading like "About the company" but not allowed. Probably better to omit as it's not essential to the role. However the instruction says preserve ALL substantive information; but maybe they consider that as not substantive for the job posting. I'd lean to omit. Also we must exclude "Qualifications Disclaimer: Certain U.S. based..." that's a disclaimer; maybe keep as part of Qualifications? It's a note about immunization etc. Could be considered substantive? It's a requirement. Might keep as a paragraph under Qualifications. Also "The role will generally accept applications for at least three calendar days..." that's application instruction; remove. Also "Career Level - OP4" maybe metadata; remove. Also "About Us" and following paragraphs about Oracle's mission etc. Could be considered boilerplate; remove. Also EEO statement at end; remove. Now we need to output HTML fragment only. Structure:

About the role

... overview plus citizenship, location, hybrid schedule.

Responsibilities

• ... each responsibility.

Qualifications

... Minimum Qualifications bullet list? Could use

for list of qualifications. Also include Training & Development as a

or

inside Qualifications. We need to preserve all substantive info from Qualifications section: Minimum Qualifications: Associate's degree, Bachelor's degree, or technical degree preferred. 2+ years of professional experience in customer service, technical support, healthcare, or a related field. At least 1 year of call center and/or phone-based technical support experience. Basic technical troubleshooting skills and the ability to learn healthcare technology systems. Strong customer service, communication, and problem-solving skills. Also Training & Development: As part of the Client Services Academy (CSA), you will participate in a structured onboarding and training program designed to build knowledge of Oracle Health applications, technologies, and support methodologies. During training, you will: Work alongside experienced support professionals. Gain hands-on experience supporting real-world client scenarios. Develop technical troubleshooting and workflow analysis skills. Begin meaningful project work while building a foundation for long-term career growth within Oracle Health Support. Also 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. We could include that as a

after the list. Also there is "Range and benefit information provided in this posting are specific to the stated locations only US: Hiring Range in USD from $19.09 - $36.35 per hour; from: $39,700 - $75,600 per year." That's pay. Benefits list: many items. Schedule Expectations: Candidates must be available to support one of the following Central Time (CT) schedules: Monday–Friday Schedule Options 6:00 AM – 3:00 PM CT 7:00 AM – 4:00 PM CT 8:00 AM – 5:00 PM CT 9:00 AM – 6:00 PM CT We need to output as

• each schedule. Now ensure we don't repeat job title. Now craft HTML. Let's write:

  About the role

  As a Senior Customer Service Specialist within Oracle Health Support, you will serve as a primary point of contact for Oracle Health clients seeking technical and application support. You will provide exceptional customer service by troubleshooting technical issues, resolving application-related problems, and triaging support requests in a fast-paced support environment. You will support both internal and external clients through phone, ticketing, and other electronic support channels while leveraging your knowledge of Oracle Health applications, clinical and operational workflows, and support methodologies. This role requires strong problem-solving, communication, and customer service skills to ensure timely issue resolution and a positive client experience. U.S. citizenship is required due to client contracts; the position must be performed on U.S. soil and the ability to obtain the appropriate government security clearance is required. The role follows a hybrid schedule and may require in-office attendance based on business and operational needs. Preferred locations are Orlando, FL; Kansas City, MO; and Nashville, TN.

  Responsibilities

  • Serve as the first point of contact for client incidents, service requests, and technical issues.
  • Provide customer support through phone, ticketing, and other electronic communication channels.
  • Investigate, troubleshoot, document, and resolve customer issues in a timely manner.
  • Triage support requests and escalate issues as appropriate using monitoring and troubleshooting tools.
  • Perform routine, pre-approved configuration and maintenance activities within client environments.
  • Gather and document detailed information to support issue resolution and escalation.
  • Troubleshoot front-end application issues by: shadowing end users, testing workflows, validating application functionality, leveraging troubleshooting tools and knowledge articles.
  • Support back-end troubleshooting activities by: capturing log files, querying database tables, updating approved database fields, cycling or updating application servers.
  • Maintain accurate and complete documentation throughout the support lifecycle.
  • Collaborate with internal teams and customer stakeholders to ensure timely issue resolution.
  • Prioritize and manage multiple support requests while working in a collaborative, fast-paced environment.
  • Comply with HIPAA, PECA, CHIA, Oracle Health policies, and customer security requirements.

  Qualifications

  • Associate's degree, Bachelor's degree, or technical degree preferred.
  • 2+ years of professional experience in customer service, technical support, healthcare, or a related field.
  • At least 1 year of call center and/or phone-based technical support experience.
  • Basic technical troubleshooting skills and the ability to learn healthcare technology systems.
  • Strong customer service, communication, and problem-solving skills.

  As part of the Client Services Academy (CSA), you will participate in a structured onboarding and training program designed to build knowledge of Oracle Health applications, technologies, and support methodologies. During training, you will:

  • Work alongside experienced support professionals.
  • Gain hands-on experience supporting real-world client scenarios.
  • Develop technical troubleshooting and workflow analysis skills.
  • Begin meaningful project work while building a foundation for long-term career growth within Oracle Health Support.

  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.

  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. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and