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 AM