Oracle
Technical & Operational Support Specialist - Oracle University
Bucharest, Romania, RO - Information Technology and Services
Oracle provides the world's most complete, open, and integrated business software and hardware systems.
Technical and Operational Support Specialist or Live Virtual Class (LVC) Producer supports Virtual Classroom events for Oracle University’s Technical Education, Employee Education and CRM OnDemand training.
Brief Posting Description
Provides follow through of complex customer issues, continuous improvement programs and development of tools such as customer satisfaction measures, etc.
Detailed Description
Interacts with customers prior to and/or after sale. Develops and maintains positive customer relations; coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. This position has authority to substantially affect the relationship between the company and a customer, either from a financial standpoint or product standpoint. Focus of work can be in pre-sale or post-sale or both.
Job Requirements
Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Works within defined procedures and routines with limited autonomy. Problem solving involves research and verification. Includes new graduate entrant with no professional experience; trainees, interns.
Responsibilities
The primary role is to provide live (online) assistance and support to instructors and students experiencing challenges with their virtual classes.
The LVC producer’s primary goal is to allow the instructor to focus on content delivery, remove technical distractions and impediments from the event participants (students), and generally provide resolution to any “virtual issues” outside of the Virtual class environment.
The LVC producer role is unique in way where it allows you to work with multiple teams within and outside Oracle University.
A producer will work with the curriculum development team to ensure that teaching content is kept updated, work with the web team to keep our education website updated, with the development team to build applications that will allow for the automation of processes, work with the grid services team to ensure that remote lab environments are built and work as expected, test lab environments using various technologies, train instructors to deliver a Live Virtual class effectively, with the Learning Management Systems team (LMS) to make sure content is posted, with the operations teams to schedule events and with the senior OU management team for effective ways to drive high quality training to name a few.
This position is critical to maintaining a disruption-free setting in which to deliver virtual class events. The person in this position will work closely with the program Sr. Manager and Sr. Director.
Qualifications
The Producer should have mid-level workstation-level, technical proficiency as the role includes assisting clients over the phone / web who are using various operating systems, configuration as well as Internet Explorer Browser settings.
The candidate should have excellent customer service skills; demonstrate strength in interpersonal communications and good judgment.
Ability to self manage, escalating to management as needed.
Possess the desire and ability to learn new systems and processes.
Effective communicator, specifically with regards to having excellent phone demeanor, strong written communication skills, and effective listening skills
Strong Presentation skills
Strong problem-solving skills
Must have at least 3 years of consulting or customer-facing experience in technology troubleshooting or related fields
Cross functional experience in performing both technical and non-technical (i.e., people and process) support services preferred.
Should have experience in web-enabled tools and applications.
The ability to quickly adapt and seamlessly handle customer situations and order process issues
Works well independently, but also as part of a team
Must possess the ability to exceed quality standards and focus on improving the customer experience
B.A. or B.S. degree or equivalent
Customer Service, Operations or Inbound Sales experience
Experience with Virtual Classroom technologies highly desirable
Knowledge of Oracle Applications is a plus
Ability to manage multiple projects and changing priorities across virtual teams and provide results quickly
Strong communication skills in English - both written and spoken plus one of another european language.
Please submit your CV in English! Thank you!
No salary provided
Posted February 04, 2015 at 12:06PM from LinkedIn http://ift.tt/1BUNilT
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