Health IT Support Analyst – Tier I (Hybrid)

Oracle; Orlando (FL); Hybrid; USD 40,000 - 76,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Paid time off

Paid holidays

Parental leave

Job summary

Oracle is seeking an Associate Customer Service Solution Analyst for Oracle Health Support in the United States. The role provides Tier 1 technical and application support across calls, tickets, and electronic channels, with opportunities to learn Oracle Health workflows and support methodologies.

You will triage, troubleshoot, and document issues, collaborating with internal teams to resolve incidents while adhering to HIPAA, PECA, CHIA, and Oracle Health policies.

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.

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, 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.

Skills

Customer service

Technical troubleshooting

Call center experience

Communication skills

Education

Associate/Bachelor/Technical degree preferred

Job description

Oracle is seeking an Associate Customer Service Solution Analyst for Oracle Health Support in the United States. The role provides Tier 1 technical and application support across calls, tickets, and electronic channels, with opportunities to learn Oracle Health workflows and support methodologies.

You will triage, troubleshoot, and document issues, collaborating with internal teams to resolve incidents while adhering to HIPAA, PECA, CHIA, and Oracle Health policies.