Customer Service Analyst - Support (evening Shift)

Oracle Health Customer Service Representative

In this role, you will use customer service skills and basic front end application knowledge to assess, investigate, and resolve Oracle Health customer issues and requests via call, ticket, and other electronic means. You will work directly with patients using the Oracle Health Patient Portal, which requires strong communication skills. You will be responsible for documenting the investigation and performing basic technical troubleshooting to resolve issues in real time. You will also be responsible for appropriately triaging, resolving, and escalating issues, which requires a basic understanding of the different application products and solutions. The work is semi-routine in nature and requires both independent and collaborative work in a fast paced environment. You will be responsible for adhering to regulatory policies, such as HIPAA, and Oracle Health policies, procedures, and customer requirements.

Responsibilities

You will be responsible for fielding and resolving Oracle Health Patient Portal customer inquiries via phone and electronic means. Detailed responsibilities include:

• Answer and place internal and external calls via contact center solution
• Manage customer incident and service requests in the appropriate systems and in a timely manner
• Communicate effectively and provide exceptional customer service to Oracle Health customers, specifically patients using the Oracle Health Patient Portal
• Ensure that the appropriate internal and customer follow-up is performed within the published timelines
• The investigation and basic technical troubleshooting responsibilities include gathering information, using troubleshooting tools, capturing log files, leveraging knowledge articles, shadowing end users, and testing workflows
• Documentation of issue, investigation, and customer interaction
• Basic understanding of different products, solutions, and/or features within the application
• Triage and escalation, when necessary, of unresolved issues
• Answer and place internal and external calls via contact center solution
• Provide exceptional customer service and deliver upon team based goals and expectations

Qualifications

Career Level - IC1

Required Skills

• Customer Service
• Documentation Skills
• Technical Support
• Troubleshooting

About Us

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That's why we're committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.