Senior Customer Service Specialist

Senior Customer Service Specialist

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

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

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.

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.

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

Night Shift

• 7:00 PM 7:00 AM CT