Customer Service Specialist

Description
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.

Responsibilities

Key Responsibilities

Technical Support and Solution Delivery-Customer Support and Advocacy:
-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).
Technical Support and Solution Delivery-Technical Problem-Solving and Resolution:
-Leverages basic understanding of problem resolution, which may include fix delivery and product certification to research, re-create, and test technical issues for assigned product area(s) reported by customers to identify a resolution, with minimal guidance.
-Follows up with customer on service request(s) 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 through roll-up.
Technical Support and Solution Delivery-Technical Support Documentation:
-Documents activities on service request 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.
Technical Proficiency and Support Enhancement-Technical Support Collaboration:
-Begins to develop a deeper understanding of assigned Oracle product ecosystem(s) and customer environment(s).
-Provides assistance to internal teams and stakeholders on diverse customer situations and technical issues.
Technical Proficiency and Support Enhancement-Technical Support Improvement:
-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.
Performance Monitoring and Management:
-Monitors and executes own support service performance metrics, with some guidance.
Issue Investigation & Troubleshooting
Analyze and investigate configuration-related issues reported by clients or stakeholders.
-Identify root causes and apply corrective changes without impacting other solutions or workflows.
-Document resolutions and improvements for future reference.
Collaboration & Communication
Provide clear status updates to clients, managers, and internal teams.
-Communicate risks, delays, scope changes, or dependencies proactively.
-Translate technical configurations into understandable explanations for non-technical stakeholders.
Compliance, Standards & Documentation
Ensure all changes adhere to organizational guidelines, quality standards, and SLAs.
-Update configuration tracking tools, change logs, and documentation.
-Maintain audit readiness and follow ITIL-based change management processes.

Additional Responsibilities (as needed)

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

Core Responsibilities

Change Configuration and Implementation:
-Implement and configure changes in Cerner solutions based on client requirements and standardized build practices.
-Manage end-to-end change lifecycle: request intake, analysis, scoping, build, testing, validation, and deployment.
Ensure builds follow established configuration guidelines and maintain consistency across environments.
Requirements Gathering and Analysis
Work with clients, solution architects, and internal teams to understand business requirements.
Estimate work effort, clearly define scope, and document configuration details for each change request.
Identify dependencies and integration points across interconnected modules or solutions.
Testing & Quality Assurance
-Conduct unit, functional, and integration testing for all changes made.
-Validate system behavior, troubleshoot issues, and make adjustments as needed.
Planning & Execution:
-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.
Collaboration & Partnership:
-Collaborates with team members to better understand expectations and contribute to shared objectives. Builds basic understanding of business, stakeholder, and/or customer needs with guidance.
Problem Solving:
-Follows standard procedures to identify and escalate issues to senior team members. Collects and reviews basic data and/or information to troubleshoot common errors.
Continuous Learning:
-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.
Continuous Improvement:
-Begins to identify ways to increase the efficiency and effectiveness of processes, protocols, and workflows with guidance.