Senior Customer Service Specialist

We need to output HTML fragment with sections: About the role (Overview), Responsibilities, Training & Development (maybe as a section), Qualifications, Schedule Expectations, Pay (range), Benefits (list). Must not repeat job title. Must not include metadata like Job ID, etc. Remove boilerplate: EEO, legal, etc. Also remove "Qualifications Disclaimer" maybe? It's a disclaimer about immunization etc. Should we keep? It's not boilerplate but it's a note; but it's not a section heading. It's a paragraph; we can keep as part of Qualifications? Probably keep as part of Qualifications but it's not a heading. The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The disclaimer about immunization/occupational health mandates, drug testing is not EEO but could be considered legal? Might be considered boilerplate; but it's specific to role. Safer to keep? The instruction says remove legal boilerplate. That line is a legal disclaimer. I'd remove it. Also remove "Career Level - OP4", "About Us" maybe? That's boilerplate about company; but it's substantive? It's generic marketing. Probably remove as it's not specific to role. The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. "About Us" is generic marketing; could be considered boilerplate. Safer to remove. We need sections only when posting has real specific content. We have: - Overview (About the role) -> use

About the role

with paragraph(s) from Overview. - Responsibilities ->

Responsibilities

with

• list. - Training & Development -> maybe as a section? Could be considered part of Qualifications? It's separate heading "Training & Development". We'll include as

  Training & Development

  with
  • . - Qualifications ->

    Qualifications

    with
    • (minimum qualifications). Also maybe include "Associate's degree, Bachelor's degree, or technical degree preferred." etc. - Schedule Expectations ->

      Schedule

      (or Schedule Expectations). Use heading Schedule. Provide list of schedule options. - Pay ->

      Pay

      with paragraph containing range. - Benefits ->

      Benefits

      with
      • list of benefits. We must not include sections with filler like "commensurate with experience". We have actual data. We must not repeat job title. Not include Job ID. We must not include application instructions (like "role will generally accept applications..."). We must not include "Career Level - OP4", "About Us", EEO statement. We must preserve all substantive information. Let's extract details. Overview paragraph(s): "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. In this role, 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." That's one paragraph. Responsibilities list: - 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. Note: The sub-bullets under Troubleshoot front-end and back-end could be nested lists. We'll keep as
        • with inner
          . Training & Development: - 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 list: - 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. 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 could present as list. Pay: "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." We'll output a paragraph. Benefits list: - 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 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation. - 11 paid holidays - Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours. - Paid parental leave - Adoption assistance - Employee Stock Purchase Plan - Financial planning and group legal - Voluntary benefits including auto, homeowner and pet insurance We need to ensure we don't include boilerplate like "The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted." That's application instructions; remove. Also remove "Career Level - OP4", "About Us", EEO statement. Also remove "U.S. citizenship required due to client contracts. Position must be performed on U.S. soil. Ability to obtain the 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". This is important metadata about citizenship, location, hybrid schedule. Should we include? It's substantive. Not a heading but we can include as a paragraph under Overview or maybe a separate section like "Eligibility & Location". But we have no heading for that; we could incorporate into Overview paragraph. The instruction: Use

          for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we could add a section for "Eligibility & Location" but not in the list; better to keep as part of Overview or maybe a separate section "Details". But we should not invent headings not in the list unless needed. The list includes Schedule, Benefits, Pay, Qualifications, Responsibilities, About the role. So we can embed the citizenship/hybrid schedule/location info into the About the role paragraph. Thus About the role paragraph will include: "U.S. citizenship required due to client contracts. Position must be performed on U.S. soil. Ability to obtain the 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. As a Senior Customer Service Specialist ..." We'll combine. Now produce HTML fragment. We must not include markdown code fences. Just raw HTML. Let's craft:

          About the role

          U.S. citizenship required due to client contracts. Position must be performed on U.S. soil. Ability to obtain the 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. 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. In this role, 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.

          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.
          • Priorit