Technical Consultant

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Employer: Oracle
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 02.11.2019
    Short company description

    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 phoneweb 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 classes.
    The goal of the Support Consultant 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 Support Consultant 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 Global IT 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 OU events.