Customer Service Specialist

About Oracle

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.

About the Role

Serves as a point of contact for a wide range of products and services, fielding inquiries via phone or electronic means. Leverages established protocols and Knowledge Base to address known issues and research, re-create, and test technical issues for assigned product area(s) as directed. Creates and reviews Knowledge Base articles on less common functionality-related questions and common issues addressed by Operational contributors. Collaborates with internal support teams on business problems or improvement opportunities. Participates in quality assurance review of customer impacting tools. Participates in support service improvement projects and initiatives that help drive customer satisfaction and reduce customer-impacting events. Reviews own support service performance metrics, independently.

Key Responsibilities

• Serves as a point of contact for customers and facilitates customer relationship building, fielding inquiries via phone, electronic, or in-person means.
• Provides technical support to customers by answering technical questions, troubleshooting and resolving simple issues related to assigned Oracle product(s).
• Researches, re-creates, and tests technical issues for assigned product area(s) reported by customers to identify a resolution, with minimal guidance, leveraging a basic understanding of problem resolution.
• Follows up with customers on service requests to communicate resolution and ensure all issues are resolved, escalating complex customer technical issues to appropriate technical teams for resolution, as needed.
• Coordinates with more experienced peers to report design, reliability, and maintenance problems or bugs, supporting resolution of routine issues.
• Documents activities on service requests and/or product documentation, learning to leverage troubleshooting guides and/or Knowledge Base articles, through resolution.
• Learns to prepare troubleshooting guides and/or create Knowledge Base articles for resolved issues.
• Begins to develop a deeper understanding of assigned Oracle product ecosystem(s) and customer environments.
• Provides assistance to internal teams and stakeholders on diverse customer situations and technical issues.
• Learns to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues.
• Begins to identify potential enhancements to existing support processes, workflows, guidelines, and best practices, based on customer feedback and/or operational insights.
• Monitors and executes own support service performance metrics, with some guidance.
• Analyzes and investigates configuration-related issues reported by clients or stakeholders.
• Identifies root causes and applies corrective changes without impacting other solutions or workflows.
• Documents resolutions and improvements for future reference.
• Provides clear status updates to clients, managers, and internal teams.
• Communicates risks, delays, scope changes, or dependencies proactively.
• Translates technical configurations into understandable explanations for non-technical stakeholders.
• Ensures all changes adhere to organizational guidelines, quality standards, and SLAs.
• Updates configuration tracking tools, change logs, and documentation.
• Maintains audit readiness and follows ITIL-based change management processes.
• Completes assigned tasks and monitors timelines to ensure timely completion of work in accordance with project requirements, with supervision.
• Follows direction to prioritize work and adjust to shifts in resources or timelines.
• Collaborates with team members to better understand expectations and contribute to shared objectives.
• Builds a basic understanding of business, stakeholder, and/or customer needs with guidance.
• Follows standard procedures to identify and escalate issues to senior team members.
• Collects and reviews basic data and/or information to troubleshoot common errors.
• Builds knowledge and learns new skills and/or tools aligned with industry trends and best practices as directed.
• Incorporates feedback and participates in training to improve skills.
• Begins to identify ways to increase the efficiency and effectiveness of processes, protocols, and workflows with guidance.

Additional Responsibilities (as Needed)

• Provides translation oral and verbal services for technical and non-technical inquiries for products and services, with guidance.

Requirements & Tech Stack

• Knowledge Base
• AI
• A.I. Assistance
• Oracle product(s)
• Oracle product ecosystem(s)
• SLAs
• ITIL-based change management processes

Qualifications

• Experience with implementing and configuring changes in Cerner solutions based on client requirements and standardized build practices.
• Experience managing the end-to-end change lifecycle: request intake, analysis, scoping, build, testing, validation, and deployment.
• Experience ensuring builds follow established configuration guidelines and maintain consistency across environments.
• Experience working with clients, solution architects, and internal teams to understand business requirements.
• Experience estimating work effort, clearly defining scope, and documenting configuration details for each change request.
• Experience identifying dependencies and integration points across interconnected modules or solutions.
• Experience conducting unit, functional, and integration testing for all changes made.
• Experience validating system behavior, troubleshooting issues, and making adjustments as needed.