Senior Customer Service Specialist

Archer; Kansas City (MO); Hybrid; USD 26,000 - 50,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Short/long term disability

Life insurance and AD&D

401(k) Savings Plan with company match

Paid time off and vacation accrual

Paid holidays and sick leave

Job summary

Archer, in collaboration with Oracle Health, is seeking an Associate Customer Service Solution Analyst to deliver Tier 1 support, troubleshoot issues, and triage incidents for healthcare technology clients. You will handle calls, tickets, and electronic communications while learning Oracle Health workflows and policies.

The role requires a US-based candidate, a suitable degree, and 2+ years in customer service or technical support.

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.

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.
• Leverage 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.
• Prioritize and manage multiple issues independently within a fast-paced environment; adhere to security policies.

Skills

Customer service

Technical support

Communication

HIPAA compliance

Education

Associate/Bachelor/Technical degree preferred

Job description

*Archer is collaborating with Oracle* to connect them with exceptional professionals for this role. About The Team** As an Associate Customer Service Solution Analyst in the Support organization, you will support customers by performing high-level Oracle Health solution tasks and resolving application-focused issues.

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:

• Orlando, FL
• Kansas City, MO
• Nashville, TN

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

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

• 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 US: Hiring Range in USD from $19.09 to $36.35 per hour; from: $39,700 to $75,600 per annum.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
• 11 paid holidays
• Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level – IC0