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.
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
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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
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
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
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