Oracle University Employee Helpdesk Specialist

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Employer: Oracle
Domain:
  • Others
  • Education - Training
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 01.09.2016
    Remote work: On-site
    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.

    Requirements

    • Highly computer literate
    • Excellent English communication skills – written & spoken - essential
    • Good MS Excel knowledge
    • HTML is a plus
    • Adapting to changes attitude
    • Organizational and planning skills
    • Team player
    • Customer Focussed
    • Personal drive
    • Professional attitude
    • Fast learner
    • Experience of Oracle and/or OU business practices an advantage
    • Experience in Customer Service is a plus

    Responsibilities

    • Manages the Partner and Employee email inboxes, Live Chat and Hotline, handling or escalating any training related issues and queries, quickly, accurately and professionally, in line with the 24 hour response time The support offered to employees and partners can include: data entry, running reports, monitoring course registrations, follow-up, etc
    • Maintains end to end ownership of the request in front of the customer or ensures that task is closed if escalated
    • Leverages on the intranet, on team members and on members of other Oracle organizations to provide solutions/answers to customers
    • Supports Partners and Employees in looking for the training schedule, certification info, online training offering etc
    • Supports the enrolment/cancellation process for Partners and Employees
    • Supports the Invitation letter for VISA process for Employees
    • Prepares / edits communications to be issued to Oracle Employees
    • Ensures continuous improvement and best practice of the processes and procedures related to Partner and Employee Email Inboxes and Hotline management
    • Maintains and creates documents about processes and procedures related to Partner and Internal Email Inboxes and Hotline management
    • Operate in line with Oracle OU EMEA policies and procedures

    Other info

    Scope:
    • Work as part of the Oracle University (OU) Employee & Partner Education team reporting to the Employee and Partner Education Senior Manager.
    • Schedule and manage training events for Oracle Employees and Partners using OTA (Oracle Training Administration) and working closely with OU and other LOBs members.
    • Support the creation of internal communications and e-Blasts aimed at promoting the OU employee training schedule.
    • Co-manage the Employee and Partner customer Email Inboxes, Live Chat and Hotline answering/solving training related question/issue coming from EMEA Oracle employees and Oracle Partners.

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