Senior Customer Service Specialist

We need to output HTML fragment with sections: headings

for section headings 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. Include a section ONLY when posting has real, specific content for it — never emit heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless posting actually states them. Prefer a few substantive sections over many thin ones. We need to preserve all substantive information. Let's extract content. Job description includes: - 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. - 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: list bullet points. - Training & Development: description. - 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. - 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: 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. - 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... (some filler). Candidates are typically placed... etc. - Oracle US offers a comprehensive benefits package which includes the following: list. - The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted. (application instruction - remove) - 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. (maybe keep? It's about onboarding, not boilerplate? Might be considered boilerplate but it's specific info. However it's about identity verification and biometric info; could be considered part of onboarding but not essential? Might be considered boilerplate? The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. This is not exactly those categories; it's about onboarding requirement. Might keep? But it's somewhat generic. However it's not EEO. Might keep as part of "About Us"? Not sure. Safer to remove? The instruction: "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions." This is not exactly those, but it's a legal requirement about identity verification. Could be considered legal boilerplate. I'd remove it to be safe. - About Us: paragraphs about Oracle, AI, etc. This is generic marketing; could be considered boilerplate? It's not EEO but it's generic "About Us". The instruction says remove boilerplate; but "About Us" might be considered boilerplate. However it's substantive about company mission. Might keep? The instruction: "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions." It doesn't say remove all "About Us". So we can keep if it's not duplicated. It's not duplicated. It's okay. - Oracle is an Equal Employment Opportunity Employer... (EEO) - remove. - Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law. (EEO-related) - remove. Now we need to decide sections. We have content for: - About the role (maybe Overview). Could be "About the role" heading. - Responsibilities. - Qualifications (maybe combine Minimum Qualifications and maybe also include Training & Development? Could be separate "Training & Development" but we prefer few substantive sections. Could combine Qualifications and Training & Development under "Qualifications" or "Requirements". The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have sections: About the role, Responsibilities, Qualifications, Benefits, Pay, Schedule. Possibly also Requirements? But Qualifications covers requirements. We'll include Qualifications. - Benefits: we have benefits list. - Pay: we have hiring range. - Schedule: we have schedule expectations. - Location? Not a heading but could be included in About the role paragraph. - Security clearance, citizenship, hybrid schedule: could be part of About the role or maybe a separate "Requirements". But we can embed in About the role. We must not create sections with filler. Ensure each section has real content. Let's extract specifics. About the role: combine overview + citizenship/security/hybrid schedule/location preferences. Paragraph: "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 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." That's substantive. Responsibilities: list bullet points from the responsibilities section. We need to extract each bullet. From the text: - 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 Also there is a line "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: ..." That's training content; could be part of Qualifications or separate section. But we have limited headings; maybe include under Qualifications as part of "Qualifications" or "Requirements". However we have a separate "Training & Development" heading not in the list but we could treat as part of Qualifications. The instruction says use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings but suggests those examples. Safer to stick to those. So we can incorporate training into Qualifications. Qualifications: combine minimum qualifications and training & development. Minimum Qualifications bullet list: - 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 Training & Development content: - 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 We can include that as part of Qualifications (maybe as a sublist). Or we could create a separate "Training & Development" section but not in list; but we could still use

  for it if we want. The instruction: "Use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It doesn't say you cannot use other headings, but suggests those. To be safe, we can incorporate training into Qualifications. Benefits: list from Oracle US offers a comprehensive benefits package which includes the following: - 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