TECHNICAL AND OPERATIONAL SUPPORT SPECIALIST - ENGLISH

Oracle, a global provider of enterprise cloud computing, empowers businesses of all sizes on their digital transformation journey. With 430,000 customers in 175 countries, Oracle provides leading-edge capabilities in Software as a Service, Platform as a Service, Infrastructure as a Service, and Data as a Service.
Our mission is to transform our world for the better through innovative technologies.

• The ideal candidate 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 1 year 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
• Ability to manage multiple projects and changing priorities across virtual teams and provide results quickly
• Fluency in English

• The primary role is to provide live (online) assistance and support to instructors and students experiencing challenges with their virtual classes.
• The goal of the Technical and Operational Support Specialist 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.
• A Technical and Operational Support Specialist 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.

The role implies shift work, alternating day (9:00-18:00) with night (0:00-9:00) shifts every 3 months.