Associate Customer Service Solution Analyst

Oracle is a leading company in AI and cloud solutions, and they are seeking an Associate Customer Service Solution Analyst to provide technical and application support for Oracle Health clients. The role involves troubleshooting, issue resolution, and customer service within a fast-paced Tier 1 support environment.

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 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

Requirements:

• U.S. citizenship required due to client contracts
• Ability to obtain the appropriate government security clearance is required
• 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
• Preferably based in one of the following locations: Orlando, FL; Kansas City, MO; Nashville, TN