Senior Customer Service Specialist
About The Position
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. As part of the Client Services Academy (CSA), you will participate in a structured onboarding and training program designed to build knowledge of Oracle Health applications, technologies, and support methodologies. During training, you will work alongside experienced support professionals, gain hands-on experience supporting real-world client scenarios, develop technical troubleshooting and workflow analysis skills, and begin meaningful project work while building a foundation for long-term career growth within Oracle Health Support.
Requirements
- 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.
- 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.
Responsibilities
- 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, and leveraging troubleshooting tools and knowledge articles.
- Support back-end troubleshooting activities by capturing log files, querying database tables, updating approved database fields, and 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.
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
