Senior Customer Service Specialist

Description

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 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.

Responsibilities

Responsibilities

In this role, you will:

• 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.
  • Leveraging troubleshooting tools and knowledge articles.
• Support back-end troubleshooting activities by:
  • Capturing log files.
  • Querying database tables.
  • Updating approved database fields.
  • 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.

Training & Development

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.
• Begin meaningful project work while building a foundation for long-term career growth within Oracle Health Support.

Qualifications

Minimum Qualifications

• 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.

Schedule Expectations

Candidates must be available to support the following Central Time (CT) schedule:

5-5-4 Schedule Options

Day Shift

• 7:00 AM – 7:00 PM CT

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 to $36.35 per hour; from: $39,700 to $75,600 per annum.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. 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.

9. 11 paid holidays

10. 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.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - OP4