Senior Customer Service Specialist

Oracle•Kansas City, KS

9d•$39,700 - $75,600•Hybrid

About The Position

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.

Requirements

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
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.

Nice To Haves

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, 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 within a collaborative, fast-paced support environment
Adhere to HIPAA, PECA, CHIA, Oracle Health policies, and customer security requirements

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
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
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