Source description
About the role
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 escalate 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
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