Senior Customer Service Specialist

Responsibilities
Responsibilities

In this role, you will:

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
Troubleshoot front-end application issues by:
Shadowing end users
Testing workflows
Validating functionality
Leveraging troubleshooting tools and knowledge articles
Support backend troubleshooting activities including:
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

Training & Development

As 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 professionals
Gain hands-on exposure to real-world client support scenarios
Build technical troubleshooting and workflow analysis skills
Begin project work immediately while developing a foundation for long-term career growth within Oracle Health Support

Qualifications

Minimum Qualifications

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

Schedule Expectations

Candidates must be able to support one of the following Central Time (CT) schedules:

5-5-4 Schedule Options

Day shifts:

7:00 AM – 7:00 PM

Night shifts:

7:00 PM – 7:00 AM

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