Senior Customer Service Specialist

Associate Customer Service Solution AnalystU.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, FLKansas City, MONashville, TNOverviewAs 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.ResponsibilitiesIn this role, you will:Serve as the first line of support for client incidents, requests, and technical issuesProvide front-line customer support through calls, tickets, and electronic communication channelsInvestigate, troubleshoot, document, and resolve customer issues in real timeTriage and escalate issues using monitoring and troubleshooting toolsPerform routine, pre-approved configuration and maintenance changes within client domainsGather detailed information to support issue resolution and escalation effortsTroubleshoot front-end application issues by:Shadowing end usersTesting workflowsValidating functionalityLeveraging troubleshooting tools and knowledge articlesSupport backend troubleshooting activities including:Capturing log filesQuerying tablesUpdating database fieldsCycling or updating serversMaintain accurate documentation throughout the support lifecycleCollaborate with internal teams and customer stakeholders to support timely issue resolutionPrioritize and manage multiple issues independently while working within a collaborative, fast-paced support environmentAdhere to HIPAA, PECA, CHIA, Oracle Health policies, and customer security requirementsTraining & DevelopmentAs 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 professionalsGain hands-on exposure to real-world client support scenariosBuild technical troubleshooting and workflow analysis skillsBegin project work immediately while developing a foundation for long-term career growth within Oracle Health SupportQualificationsMinimum QualificationsAssociate degree, Bachelor degree, or Technical degree preferred2+ years of professional experience in customer service, technical support, healthcare, or related industriesAt least 1 year of call center and/or phone-based technical support experienceBasic technical troubleshooting aptitude and willingness to learn healthcare technology systemsStrong communication and customer service skillsSchedule ExpectationsCandidates must be able to support one of the following Central Time (CT) schedules:5-5-4 Schedule OptionsDay shifts:7:00 AM – 7:00 PMNight shifts:7:00 PM – 7:00 AMDisclaimer: 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:Medical, dental, and vision insurance, including expert medical opinionShort term disability and long term disabilityLife insurance and AD&DSupplemental life insurance (Employee/Spouse/Child)Health care and dependent care Flexible Spending AccountsPre-tax commuter and parking benefits401(k) Savings and Investment Plan with company matchPaid 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 holidaysPaid 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 leaveAdoption assistanceEmployee Stock Purchase PlanFinancial planning and group legalVoluntary benefits including auto, homeowner and pet insuranceThe 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 - IC0Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.True innovation starts when everyone is empowered to contribute. That's why we're committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing View email address on click.appcast.io or by calling View phone number on click.appcast.io in the United States.Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.