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, navigation, legal, EEO, equal-opportunity, scam-warning, duplicated lines, application instructions. Preserve all substantive info. Include a section only when posting has real, specific content for it. Avoid filler like "commensurate with experience". So we need to extract sections.
From posting:
- Overview (maybe "About the role"): The description after Overview: "As a Senior Customer Service Specialist within Oracle Health Support, you will serve as a primary point of contact..." That's prose.
- Responsibilities: bullet list under "In this role, you will:" then many items. Also there are sub-bullets for troubleshoot front-end and back-end. We'll need to format as
- . Possibly nested? The instruction: Use
- for any list of duties/requirements/benefits. Could nest? Probably okay to have nested lists.
- Training & Development: maybe part of Qualifications? Could be separate section "Training & Development". But we only have headings list: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Training & Development could be part of Qualifications or maybe "Requirements"? Not exactly. Could treat as part of Qualifications (maybe "Qualifications" includes training). But we have a separate "Qualifications" heading later. The posting includes "Qualifications" section with Minimum Qualifications etc. Also "Training & Development" is separate. We could include it under "Qualifications" as a subsection? But instruction: Use headings only for those categories. Could we add a heading "Training & Development"? Not in allowed list. Probably we should incorporate its content into "Qualifications" or maybe "About the role". Since it's about onboarding and training, could be part of "Qualifications". We'll embed as a
under Qualifications.
- Qualifications: Minimum Qualifications bullet list. Also "Qualifications Disclaimer" etc. We need to keep substantive info: Associate's degree..., 2+ years..., At least 1 year..., Basic technical troubleshooting..., Strong customer service..., etc. Also "Qualifications Disclaimer" about immunization etc. That's substantive? Might be considered boilerplate? It's a disclaimer about requirements. Might keep as prose.
- Schedule Expectations: details about schedule options. That's schedule section.
- 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." Also mention Oracle maintains broad salary ranges etc. That's pay info. Also benefits list later.
- Benefits: list of benefits after "Oracle US offers a comprehensive benefits package which includes the following:" then bullet list.
- Also there is "About Us" etc. That's boilerplate? Might be considered not needed? It's about company. Could be considered "About the role"? Probably not needed. The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. "About Us" maybe not boilerplate but could be considered fluff. Might keep? It's not about role. Safer to omit as it's not required sections. The instruction: Prefer a few substantive sections over many thin ones. So we could include About the role (overview), Responsibilities, Qualifications, Benefits, Pay, Schedule. Possibly also Requirements? The posting has "Minimum Qualifications" which is qualifications. No separate "Requirements". Could combine.
We need to avoid duplicating lines. Ensure we preserve all substantive info.
Let's extract content.
Overview paragraph:
"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 overview.
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.
We need to keep sub-bullets as nested
- .
Qualifications (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 there is "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." Keep as prose.
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. Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity." That's pay info.
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
Schedule Expectations:
- Candidates must be available to support one of the following Central Time (CT) schedules:
- 5-5-4 Schedule Options
- Day Shift 7:00 AM – 7:00 PM CT
- Night Shift 7:00 PM – 7:00 AM CT
- 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 format as list.
Also there is "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 instruction; remove.
Also "As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment." That's maybe legal/boilerplate; remove.
Also "About Us" etc remove.
Also "Oracle is an Equal Employment Opportunity Employer..." remove.
Now produce HTML.
Structure:
About the role
Overview paragraph
Responsibilities
- Serve as the first point of contact for client incidents, service requests, and technical issues.
...
- 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.
...
Qualifications
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.
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
...
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. Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills
for prose. Do NOT repeat job title as heading. Do NOT put Job ID/requisition numbers as headings. Remove boilerplate, navigation, legal, EEO, equal-opportunity, scam-warning, duplicated lines, application instructions. Preserve all substantive info. Include a section only when posting has real, specific content for it. Avoid filler like "commensurate with experience". So we need to extract sections. From posting: - Overview (maybe "About the role"): The description after Overview: "As a Senior Customer Service Specialist within Oracle Health Support, you will serve as a primary point of contact..." That's prose. - Responsibilities: bullet list under "In this role, you will:" then many items. Also there are sub-bullets for troubleshoot front-end and back-end. We'll need to format as
- . Possibly nested? The instruction: Use
- for any list of duties/requirements/benefits. Could nest? Probably okay to have nested lists.
- Training & Development: maybe part of Qualifications? Could be separate section "Training & Development". But we only have headings list: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Training & Development could be part of Qualifications or maybe "Requirements"? Not exactly. Could treat as part of Qualifications (maybe "Qualifications" includes training). But we have a separate "Qualifications" heading later. The posting includes "Qualifications" section with Minimum Qualifications etc. Also "Training & Development" is separate. We could include it under "Qualifications" as a subsection? But instruction: Use headings only for those categories. Could we add a heading "Training & Development"? Not in allowed list. Probably we should incorporate its content into "Qualifications" or maybe "About the role". Since it's about onboarding and training, could be part of "Qualifications". We'll embed as a
under Qualifications. - Qualifications: Minimum Qualifications bullet list. Also "Qualifications Disclaimer" etc. We need to keep substantive info: Associate's degree..., 2+ years..., At least 1 year..., Basic technical troubleshooting..., Strong customer service..., etc. Also "Qualifications Disclaimer" about immunization etc. That's substantive? Might be considered boilerplate? It's a disclaimer about requirements. Might keep as prose. - Schedule Expectations: details about schedule options. That's schedule section. - 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." Also mention Oracle maintains broad salary ranges etc. That's pay info. Also benefits list later. - Benefits: list of benefits after "Oracle US offers a comprehensive benefits package which includes the following:" then bullet list. - Also there is "About Us" etc. That's boilerplate? Might be considered not needed? It's about company. Could be considered "About the role"? Probably not needed. The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. "About Us" maybe not boilerplate but could be considered fluff. Might keep? It's not about role. Safer to omit as it's not required sections. The instruction: Prefer a few substantive sections over many thin ones. So we could include About the role (overview), Responsibilities, Qualifications, Benefits, Pay, Schedule. Possibly also Requirements? The posting has "Minimum Qualifications" which is qualifications. No separate "Requirements". Could combine. We need to avoid duplicating lines. Ensure we preserve all substantive info. Let's extract content. Overview paragraph: "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 overview. 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. We need to keep sub-bullets as nested
- .
Qualifications (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 there is "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." Keep as prose.
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. Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity." That's pay info.
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
Schedule Expectations:
- Candidates must be available to support one of the following Central Time (CT) schedules:
- 5-5-4 Schedule Options
- Day Shift 7:00 AM – 7:00 PM CT
- Night Shift 7:00 PM – 7:00 AM CT
- 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 format as list.
Also there is "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 instruction; remove.
Also "As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment." That's maybe legal/boilerplate; remove.
Also "About Us" etc remove.
Also "Oracle is an Equal Employment Opportunity Employer..." remove.
Now produce HTML.
Structure:
About the role
Overview paragraph
Responsibilities
- Serve as the first point of contact for client incidents, service requests, and technical issues. ...
- 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.
...
Qualifications
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.
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 ...
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. Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills
- .
Qualifications (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 there is "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." Keep as prose.
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. Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity." That's pay info.
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
Schedule Expectations:
- Candidates must be available to support one of the following Central Time (CT) schedules:
- 5-5-4 Schedule Options
- Day Shift 7:00 AM – 7:00 PM CT
- Night Shift 7:00 PM – 7:00 AM CT
- 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 format as list.
Also there is "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 instruction; remove.
Also "As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment." That's maybe legal/boilerplate; remove.
Also "About Us" etc remove.
Also "Oracle is an Equal Employment Opportunity Employer..." remove.
Now produce HTML.
Structure:
- for any list of duties/requirements/benefits. Could nest? Probably okay to have nested lists.
- Training & Development: maybe part of Qualifications? Could be separate section "Training & Development". But we only have headings list: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Training & Development could be part of Qualifications or maybe "Requirements"? Not exactly. Could treat as part of Qualifications (maybe "Qualifications" includes training). But we have a separate "Qualifications" heading later. The posting includes "Qualifications" section with Minimum Qualifications etc. Also "Training & Development" is separate. We could include it under "Qualifications" as a subsection? But instruction: Use headings only for those categories. Could we add a heading "Training & Development"? Not in allowed list. Probably we should incorporate its content into "Qualifications" or maybe "About the role". Since it's about onboarding and training, could be part of "Qualifications". We'll embed as a