Senior Customer Service Specialist

Overview

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

Responsibilities

• 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

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:

• 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

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

Ranges and Benefits

• Hiring Range in USD from $19.09 - $36.35 per hour; from: $39,700 - $75,600 per year.
• Comprehensive benefits package which includes:
• 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