Healthcare Tech Support Analyst – Hybrid, First Line

Oracle; Nashville (TN); Hybrid; USD 39,700 - 75,600; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid time off

401(k) Savings Plan

Job summary

Oracle Health Support seeks an Associate Customer Service Solution Analyst to be the first point of contact for clients, delivering technical support and issue triage in a fast-paced Tier 1 environment.

The role involves handling calls, tickets, and electronic requests, troubleshooting, and collaborating with internal teams while adhering to HIPAA and client security requirements. Occasional in-office attendance may be required under business needs.

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.
• Strong communication and customer service skills.
• Willingness to learn healthcare technology systems.

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 channels.
• Investigate, troubleshoot, document, and resolve customer issues in real time.
• Triages and escalates 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 users, testing workflows, and validating functionality.
• Support backend troubleshooting including capturing logs, querying tables, updating fields, and cycling servers.
• Maintain accurate documentation throughout the support lifecycle.
• Collaborate with internal teams and customers to support timely resolution.
• Adhere to HIPAA, PECA, CHIA, and Oracle Health policies and security requirements.

Skills

Customer service

Technical support

Healthcare knowledge

Communication skills

Willingness to learn

Education

Associate/Bachelor/Technical degree

Job description

Oracle Health Support seeks an Associate Customer Service Solution Analyst to be the first point of contact for clients, delivering technical support and issue triage in a fast-paced Tier 1 environment.

The role involves handling calls, tickets, and electronic requests, troubleshooting, and collaborating with internal teams while adhering to HIPAA and client security requirements. Occasional in-office attendance may be required under business needs.