Customer Service Specialist

Oracle; Kansas City (MO); Hybrid; USD 42,000 - 56,000; Full time

Job summary

Oracle Health Support is seeking an Associate Customer Service Solution Analyst to be the first point of contact for clients requiring technical and application support. You will provide customer service, troubleshooting, issue resolution, and triage within a fast-paced Tier 1 environment.

You will support internal and external clients through phone, ticket, and electronic channels while gaining exposure to Oracle Health applications and support methodologies. This role requires U.S.

Qualifications

• 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.

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 elevate issues using monitoring and troubleshooting tools.
• Perform routine 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 and validating functionality.
• Leverage troubleshooting tools and knowledge articles.
• Support backend troubleshooting activities including: capturing log files, querying tables, 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 in a fast-paced environment.
• Adhere to HIPAA, PECA, CHIA, and Oracle Health policies and customer security requirements.

Skills

Customer service

Technical troubleshooting

Communication skills

Tools

Monitoring tools

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.

Preferably based in one of the following locations:

Overview

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

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 elevate 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


• Validating functionality


• Leveraging troubleshooting tools and knowledge articles


• Support backend troubleshooting activities including:


• Capturing log files


• Querying tables


• 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

• 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

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