Senior Customer Service Specialist at Oracle in Kansas City, KS, United States

Job 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.
• Orlando, FL
• Kansas City, MO
• Nashville, TN
• As 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.

Responsibilities

• Serve as the first line of support for client incidents, requests, and technical issues
• Provide front-line customer support through calls, tickets, and electronic communication channels
• Investigate, troubleshoot, document, and resolve customer issues in real time
• Triage and escalate issues using monitoring and troubleshooting tools
• Perform routine, pre-approved configuration and maintenance changes within client domains
• Gather detailed information to support issue resolution and escalation efforts
• Shadowing end users
• Testing workflows
• Validating functionality
• Leveraging troubleshooting tools and knowledge articles
• Capturing log files
• Querying tables
• Updating database fields
• Cycling or updating servers
• Maintain accurate documentation throughout the support lifecycle
• Collaborate with internal teams and customer stakeholders to support timely issue resolution
• Prioritize and manage multiple issues independently while working within a collaborative, fast-paced support environment
• Adhere to HIPAA, PECA, CHIA, Oracle Health policies, and customer security requirements

Requirements

• Associate degree, Bachelor degree, or Technical degree preferred
• 2+ years of professional experience in customer service, technical support, healthcare, or related industries
• At least 1 year of call center and/or phone-based technical support experience
• Basic technical troubleshooting aptitude and willingness to learn healthcare technology systems
• Strong communication and customer service skills
• Qualifications

Skills

Required

• Basic technical troubleshooting aptitude

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.
• 15. Voluntary benefits including auto, homeowner and pet insurance