Senior Customer Service Specialist
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Use - for any list of duties/requirements/benefits, and
for prose. Do NOT repeat job title as heading. Do NOT put Job ID/requisition numbers as headings. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Include a section only when posting has real, specific content for it—never emit heading followed by filler/placeholder text. Prefer few substantive sections over many thin ones.
We need to parse the job description.
Key content:
- U.S. citizenship required due to client contracts. Position must be performed on U.S. soil. Ability to obtain appropriate government security clearance required. Hybrid schedule, may require in-office attendance based on business/operational needs. Preferably based in Orlando, FL; Kansas City, MO; Nashville, TN.
- Overview (About the role): As an Associate Customer Service Solution Analyst within Oracle Health Support, you will serve as first point of contact for Oracle Health clients seeking technical and application support. Provide customer service, technical troubleshooting, issue resolution, support triage within fast-paced Tier 1 support environment. Support internal/external clients via phone, ticket, electronic support channels while gaining exposure to Oracle Health applications, workflows, support methodologies. Ideal for individuals looking to build foundational experience in healthcare technology and client support operations.
- Responsibilities: list bullet points (starting with "Serve as the first line of support..." etc). Many bullet points.
- Training & Development: description of onboarding and training.
- Qualifications: Minimum Qualifications: Associate degree, Bachelor degree, or Technical degree preferred; 2+ years 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.
- Schedule Expectations: Candidates must be able to support one of the following Central Time (CT) schedules: 5-5-4 Schedule Options Day shifts: 7:00 AM – 7:00 PM Night shifts: 7:00 PM – 7:00 AM.
- Qualifications Disclaimer: about immunization/occupational health mandates, drug testing. This is boilerplate? Might be considered legal boilerplate; we should remove.
- Range and benefit information: US: Hiring Range in USD from $19.09 - $36.35 per hour; from: $39,700 - $75,600 per year. Oracle maintains broad salary ranges... (some filler). Candidates are typically placed... (filler). Oracle US offers a comprehensive benefits package which includes the following: list of benefits.
- The role will generally accept applications for at least three calendar days... (application instruction) -> remove.
- As part of Oracle's onboarding process... identity verification biometric info... (maybe keep? It's about onboarding requirement; not boilerplate? Might be considered legal but it's specific. Might keep? The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The identity verification is not exactly EEO but could be considered legal. Might be safe to remove? It's not about EEO but it's a requirement. However it's about onboarding process; could be considered relevant. But the instruction says remove legal boilerplate; identity verification might be considered legal. Safer to remove.
- About Us: description of Oracle, AI, etc. This is boilerplate marketing; likely remove.
- Oracle is an Equal Employment Opportunity Employer... remove.
Thus we keep sections: About the role (Overview), Responsibilities, Training & Development (maybe could be part of Qualifications or separate), Qualifications (Minimum Qualifications), Schedule Expectations, Pay (Hiring Range), Benefits (list). Possibly also Location/Preferences? Could be part of About the role or a separate section like "Location". But we have no specific heading for location; we could incorporate into About the role as prose.
We must not create sections with filler text. Ensure each section has substantive content.
We need to use
for section headings. Use - for any list of duties/requirements/benefits. Use
for prose.
We must not repeat job title as heading. So no heading for "Associate Customer Service Solution Analyst". Use headings like About the role, Responsibilities, Qualifications, Schedule, Pay, Benefits. Possibly also Training & Development.
We need to decide which sections to include.
Let's extract substantive content:
About the role (Overview): Provide paragraph summarizing role.
Responsibilities: list bullet points.
Training & Development: paragraph about onboarding.
Qualifications: list bullet points (minimum qualifications).
Schedule Expectations: paragraph about schedule options.
Pay: mention hiring range: $19.09 - $36.35 per hour; $39,700 - $75,600 per year. Could also note that ranges vary etc but we should not include filler like "Oracle maintains broad salary ranges...". We can keep the specific range and maybe note that it's for stated locations only. The posting says: "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 can include that.
Benefits: list of 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 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 format as
- for each benefit item. Some items have sub-details; we can keep them within
- text.
We should not include filler like "Oracle maintains broad salary ranges..." etc. Also remove the disclaimer about immunization etc.
Also remove the line about "The role will generally accept applications for at least three calendar days..." etc.
Also remove "As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification..." maybe remove as legal.
Also remove "About Us" and EEO statements.
Now construct HTML.
We'll have:
About the role
...
Responsibilities
- ...
...
Training & Development
...
Qualifications
- ...
...
Schedule
...
Pay
...
Benefits
- ...
...
Check if any section might be too thin. Training & Development has substantive paragraph; okay.
Now write content.
About the role paragraph: combine overview sentences.
"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."
Add location preferences? Could add a sentence: "Preferably based in Orlando, FL; Kansas City, MO; or Nashville, TN. U.S. citizenship is required due to client contracts, and the position must be performed on U.S. soil with the ability to obtain the appropriate government security clearance." This is from earlier. That is substantive; we can include in About the role or maybe a separate section like "Requirements". But we have no heading for Requirements; we could incorporate into About the role or Qualifications. Since Qualifications already covers education/experience, we could add citizenship and location as part of About the role. That seems fine.
Responsibilities list: need to capture all bullet points from the responsibilities section.
Let's extract them exactly:
- 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
Note: The sub-bullets under Troubleshoot front-end application issues and Support backend troubleshooting activities could be separate - items or nested lists. The instruction says use
- for any list of duties/requirements/benefits. It didn't forbid nested lists, but we can flatten them into separate
- items for simplicity. However we need to preserve ALL substantive information; flattening is okay as long as we keep the content. We could keep them as separate
- items with the sub-actions described.
Thus list items:
- 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, and leveraging troubleshooting tools and knowledge articles
- Support backend troubleshooting activities including capturing log files, querying tables, updating database fields, and 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
for prose. Do NOT repeat job title as heading. Do NOT put Job ID/requisition numbers as headings. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Include a section only when posting has real, specific content for it—never emit heading followed by filler/placeholder text. Prefer few substantive sections over many thin ones. We need to parse the job description. Key content: - U.S. citizenship required due to client contracts. Position must be performed on U.S. soil. Ability to obtain appropriate government security clearance required. Hybrid schedule, may require in-office attendance based on business/operational needs. Preferably based in Orlando, FL; Kansas City, MO; Nashville, TN. - Overview (About the role): As an Associate Customer Service Solution Analyst within Oracle Health Support, you will serve as first point of contact for Oracle Health clients seeking technical and application support. Provide customer service, technical troubleshooting, issue resolution, support triage within fast-paced Tier 1 support environment. Support internal/external clients via phone, ticket, electronic support channels while gaining exposure to Oracle Health applications, workflows, support methodologies. Ideal for individuals looking to build foundational experience in healthcare technology and client support operations. - Responsibilities: list bullet points (starting with "Serve as the first line of support..." etc). Many bullet points. - Training & Development: description of onboarding and training. - Qualifications: Minimum Qualifications: Associate degree, Bachelor degree, or Technical degree preferred; 2+ years 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. - Schedule Expectations: Candidates must be able to support one of the following Central Time (CT) schedules: 5-5-4 Schedule Options Day shifts: 7:00 AM – 7:00 PM Night shifts: 7:00 PM – 7:00 AM. - Qualifications Disclaimer: about immunization/occupational health mandates, drug testing. This is boilerplate? Might be considered legal boilerplate; we should remove. - Range and benefit information: US: Hiring Range in USD from $19.09 - $36.35 per hour; from: $39,700 - $75,600 per year. Oracle maintains broad salary ranges... (some filler). Candidates are typically placed... (filler). Oracle US offers a comprehensive benefits package which includes the following: list of benefits. - The role will generally accept applications for at least three calendar days... (application instruction) -> remove. - As part of Oracle's onboarding process... identity verification biometric info... (maybe keep? It's about onboarding requirement; not boilerplate? Might be considered legal but it's specific. Might keep? The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The identity verification is not exactly EEO but could be considered legal. Might be safe to remove? It's not about EEO but it's a requirement. However it's about onboarding process; could be considered relevant. But the instruction says remove legal boilerplate; identity verification might be considered legal. Safer to remove. - About Us: description of Oracle, AI, etc. This is boilerplate marketing; likely remove. - Oracle is an Equal Employment Opportunity Employer... remove. Thus we keep sections: About the role (Overview), Responsibilities, Training & Development (maybe could be part of Qualifications or separate), Qualifications (Minimum Qualifications), Schedule Expectations, Pay (Hiring Range), Benefits (list). Possibly also Location/Preferences? Could be part of About the role or a separate section like "Location". But we have no specific heading for location; we could incorporate into About the role as prose. We must not create sections with filler text. Ensure each section has substantive content. We need to use
for section headings. Use - for any list of duties/requirements/benefits. Use
for prose.
We must not repeat job title as heading. So no heading for "Associate Customer Service Solution Analyst". Use headings like About the role, Responsibilities, Qualifications, Schedule, Pay, Benefits. Possibly also Training & Development.
We need to decide which sections to include.
Let's extract substantive content:
About the role (Overview): Provide paragraph summarizing role.
Responsibilities: list bullet points.
Training & Development: paragraph about onboarding.
Qualifications: list bullet points (minimum qualifications).
Schedule Expectations: paragraph about schedule options.
Pay: mention hiring range: $19.09 - $36.35 per hour; $39,700 - $75,600 per year. Could also note that ranges vary etc but we should not include filler like "Oracle maintains broad salary ranges...". We can keep the specific range and maybe note that it's for stated locations only. The posting says: "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 can include that.
Benefits: list of 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 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 format as
- for each benefit item. Some items have sub-details; we can keep them within
- text.
We should not include filler like "Oracle maintains broad salary ranges..." etc. Also remove the disclaimer about immunization etc.
Also remove the line about "The role will generally accept applications for at least three calendar days..." etc.
Also remove "As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification..." maybe remove as legal.
Also remove "About Us" and EEO statements.
Now construct HTML.
We'll have:
About the role
...
Responsibilities
- ...
...
Training & Development
...
Qualifications
- ...
...
Schedule
...
Pay
...
Benefits
- ...
...
Check if any section might be too thin. Training & Development has substantive paragraph; okay.
Now write content.
About the role paragraph: combine overview sentences.
"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."
Add location preferences? Could add a sentence: "Preferably based in Orlando, FL; Kansas City, MO; or Nashville, TN. U.S. citizenship is required due to client contracts, and the position must be performed on U.S. soil with the ability to obtain the appropriate government security clearance." This is from earlier. That is substantive; we can include in About the role or maybe a separate section like "Requirements". But we have no heading for Requirements; we could incorporate into About the role or Qualifications. Since Qualifications already covers education/experience, we could add citizenship and location as part of About the role. That seems fine.
Responsibilities list: need to capture all bullet points from the responsibilities section.
Let's extract them exactly:
- 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
Note: The sub-bullets under Troubleshoot front-end application issues and Support backend troubleshooting activities could be separate - items or nested lists. The instruction says use
- for any list of duties/requirements/benefits. It didn't forbid nested lists, but we can flatten them into separate
- items for simplicity. However we need to preserve ALL substantive information; flattening is okay as long as we keep the content. We could keep them as separate
- items with the sub-actions described.
Thus list items:
- 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, and leveraging troubleshooting tools and knowledge articles
- Support backend troubleshooting activities including capturing log files, querying tables, updating database fields, and 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
for prose. We must not repeat job title as heading. So no heading for "Associate Customer Service Solution Analyst". Use headings like About the role, Responsibilities, Qualifications, Schedule, Pay, Benefits. Possibly also Training & Development. We need to decide which sections to include. Let's extract substantive content: About the role (Overview): Provide paragraph summarizing role. Responsibilities: list bullet points. Training & Development: paragraph about onboarding. Qualifications: list bullet points (minimum qualifications). Schedule Expectations: paragraph about schedule options. Pay: mention hiring range: $19.09 - $36.35 per hour; $39,700 - $75,600 per year. Could also note that ranges vary etc but we should not include filler like "Oracle maintains broad salary ranges...". We can keep the specific range and maybe note that it's for stated locations only. The posting says: "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 can include that. Benefits: list of 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 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 format as
- for each benefit item. Some items have sub-details; we can keep them within
- text.
We should not include filler like "Oracle maintains broad salary ranges..." etc. Also remove the disclaimer about immunization etc.
Also remove the line about "The role will generally accept applications for at least three calendar days..." etc.
Also remove "As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification..." maybe remove as legal.
Also remove "About Us" and EEO statements.
Now construct HTML.
We'll have:
About the role
...
Responsibilities
- ... ...
Training & Development
...
Qualifications
- ... ...
Schedule
...
Pay
...
Benefits
- ... ...
- items or nested lists. The instruction says use
- for any list of duties/requirements/benefits. It didn't forbid nested lists, but we can flatten them into separate
- items for simplicity. However we need to preserve ALL substantive information; flattening is okay as long as we keep the content. We could keep them as separate
- items with the sub-actions described. Thus list items: - 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, and leveraging troubleshooting tools and knowledge articles - Support backend troubleshooting activities including capturing log files, querying tables, updating database fields, and 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