Document investigations, findings, resolutions, and customer interactions accurately and thoroughly.
Perform basic technical troubleshooting and analysis to resolve issues in real time, while coordinating follow-up activities for more complex issues.
Triage, prioritize, and escalate issues appropriately to ensure timely resolution and customer satisfaction.
Collaborate with internal teams and external customers to drive issue resolution and knowledge sharing.
Utilize a variety of troubleshooting techniques and tools, including
Gathering and analyzing information
Shadowing end users
Reviewing logs and system data
Testing workflows and application functionality
Querying databases and tables
Updating system or database fields as authorized
Performing server-related troubleshooting activities
Develop expertise in Oracle Health applications, support processes, and customer workflows.
Contribute to continuous improvement efforts by identifying opportunities for process enhancements and knowledge article creation.
Work effectively both independently and as part of a collaborative team in a fast-paced support environment.
Adhere to HIPAA requirements, Oracle Health policies and procedures, customer requirements, and all applicable regulatory standards.
Training and Development
During onboarding and training, you will gain hands-on experience with Oracle Health's support methodologies, tools, and processes. Working alongside experienced team members, you will build the technical and professional skills needed to establish a successful and rewarding career within Oracle Health.
Qualifications
Preferred Education
Associate's Degree, Bachelor's Degree, or Technical Degree preferred.
In lieu of a degree, an additional two years of professional experience in customer service, technical support, and/or the healthcare industry may be considered.
Required Experience
Minimum of two years of experience supporting software products.
Equivalent experience with highly transferable technical, customer service, or healthcare-related skills may be considered.
Additional Requirements
Must be a U.S. citizen due to customer contract requirements.
Must be eligible to obtain and maintain any required government security clearance applicable to the position.
- Expectations
- Schedule Requirements
Candidates must be available to work one of the following Central Time shifts:
Monday–Friday, 6:00 AM – 3:00 PM
Monday–Friday, 7:00 AM – 4:00 PM
Monday–Friday, 8:00 AM – 5:00 PM
Monday–Friday, 9:00 AM – 6:00 PM
Work Location
This position follows a flex work model and requires employees to work onsite at least one day per week at one of the following Oracle Health locations:
Kansas City, MO
Nashville, TN
Orlando, FL
Technical Requirements
Employees working remotely must maintain a reliable internet connection that meets the following minimum requirements:
Download speed of 20 Mbps or greater
Upload speed of 5 Mbps or greater
Acceptable packet loss results as measured by approved testing tools
Employees who cannot meet these requirements must be able to work from an Oracle Health office location.
Security and Compliance
Comply with all corporate and organizational security policies and procedures.
Understand and fulfill individual responsibilities related to safeguarding Oracle and customer information and assets.
Promptly report actual or suspected security incidents or policy violations.
Perform additional duties and responsibilities as assigned.
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 $21.30 to $45.05 per hour; from: $44,300 to $93,700 per annum. May be eligible for equity.
- 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: 1. Medical, dental, and vision insurance, including expert medical opinion 2. Short term disability and long term disability 3. Life insurance and AD&D 4. Supplemental life insurance (Employee/Spouse/Child) 5. Health care and dependent care Flexible Spending Accounts 6. Pre-tax commuter and parking benefits 7. 401(k) Savings and Investment Plan with company match 8. 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. 9. 11 paid holidays 10. 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. 11. Paid parental leave 12. Adoption assistance 13. Employee Stock Purchase Plan 14. Financial planning and group legal 15. 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. As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment.
