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. You will provide customer service by troubleshooting technical issues, resolving application-related problems, and triaging support requests in a fast-paced environment. You will support internal and external clients through phone, ticketing, and other electronic channels, using knowledge of Oracle Health applications, clinical and operational workflows, and support methodologies. The role calls for strong problem-solving, communication, and customer service skills to support timely resolution and a positive client experience. The position follows a hybrid schedule and may require in-office attendance based on business and operational needs. It is preferably based in Orlando, Florida; Kansas City, Missouri; or Nashville, Tennessee. U.S. citizenship is required due to client contracts, the position must be performed on U.S. soil, and the ability to obtain the appropriate government security clearance is required. As part of Oracle's Client Services Academy, you will take part in structured onboarding and training covering Oracle Health applications, technologies, and support methodologies. Training includes working alongside experienced support professionals, hands-on experience with real-world client scenarios, and developing technical troubleshooting and workflow analysis skills while beginning project work. Candidates must be available for one of the listed Central Time schedules: a 5-5-4 day shift (7:00 AM–7:00 PM), a 5-5-4 night shift (7:00 PM–7:00 AM), or one of the Monday–Friday schedules (6:00 AM–3:00 PM, 7:00 AM–4:00 PM, 8:00 AM–5:00 PM, or 9:00 AM–6:00 PM).
Requirements
- At least 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.
- U.S. citizenship, due to client contracts.
- Ability to obtain the appropriate government security clearance.
- Must perform the position on U.S. soil.
- Availability to support one of the listed Central Time schedules.
Nice To Haves
- Associate's degree, bachelor's degree, or technical degree preferred.
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 using troubleshooting tools and knowledge articles.
- Support back-end troubleshooting 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 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 and long-term disability.
- Life insurance and AD&D.
- Supplemental life insurance for employees, spouses, and children.
- Health care and dependent care flexible spending accounts.
- Pre-tax commuter and parking benefits.
- 401(k) Savings and Investment Plan with company match.
- Flexible or accrued vacation, depending on employee eligibility and position classification.
- 11 paid holidays.
- Paid sick leave.
- Paid parental leave.
- Adoption assistance.
- Employee Stock Purchase Plan.
- Financial planning and group legal benefits.
- Voluntary auto, homeowner, and pet insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
