HealthTech Support Analyst – Hybrid (First‑Line)

Oracle; San Juan (PR); Hybrid; USD 40,000 - 76,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

Oracle Health Support is seeking an Associate Customer Service Solution Analyst to be the first point of contact for clients seeking 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 via phone, tickets, and electronic channels while gaining exposure to Oracle Health applications and support methodologies.

Qualifications

• Associate, bachelor, or technical degree preferred.
• 2 years of professional customer service or technical support experience.
• At least 1 year of call center/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
• 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

Communication skills

Education

Associate/Bachelor/Technical degree

Job description

Oracle Health Support is seeking an Associate Customer Service Solution Analyst to be the first point of contact for clients seeking 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 via phone, tickets, and electronic channels while gaining exposure to Oracle Health applications and support methodologies.