As a member of the Support organization, your focus is to deliver post go-live support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Oracle Health Person Management solution. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to potential escalated issues.
Internal Responsibilities
This position will support the Person Management team in Oracle Health. Serves as a point of contact for customers, fielding inquiries via phone or electronic channels. Provides technical support by troubleshooting and resolving known issues encountered with assigned Oracle product(s). Collaborates with internal teams to report and contribute to the resolution of routine design, reliability, and maintenance issues. Maintains service request and/or product documentation and begins to create Knowledge Base articles and/or troubleshooting guides for resolved issues. Consults internal teams and stakeholders on diverse customer situations and technical issues. Begins to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues and identities and begins to recommend enhancements to existing support processes, workflows, guidelines, and best practices.
Targeted Skills:
Person Management Solution Knowledge
Technical Troubleshooting
SQL / CCL
API
Customer and Incident Management
Healthcare Acumen (understanding healthcare terminology)
Teamwork and Ownership
Learning Agility
AI Fluency
External Responsibilities
This position will support the Person Management team in Oracle Health. Serves as a point of contact for customers, fielding inquiries via phone or electronic channels. Provides technical support by troubleshooting and resolving known issues encountered with assigned Oracle product(s). Collaborates with internal teams to report and contribute to the resolution of routine design, reliability, and maintenance issues. Maintains service request and/or product documentation and begins to create Knowledge Base articles and/or troubleshooting guides for resolved issues. Consults internal teams and stakeholders on diverse customer situations and technical issues. Begins to leverage automation/tooling (e.g., A.I. Assistance) to discover root causes of common issues and identities and begins to recommend enhancements to existing support processes, workflows, guidelines, and best practices.
Targeted Skills:
Person Management Solution Knowledge
Technical Troubleshooting
SQL / CCL
API
Customer and Incident Management
Healthcare Acumen (understanding healthcare terminology)
Teamwork and Ownership
Learning Agility
AI Fluency
