Organization: Oracle University
A Delivery Experience Representative’s goal is to be a key contributor in growing Oracle University revenue and reduce operating costs by providing project management, technical support, and operational assistance to Oracle University Private events. This role is of an individual contributor position reporting to a Manager.
Resource private and live training requests with support from the Oracle University Scheduling Team
A Delivery Experience Representative coordinates technical requirements information and configuration for customers who purchase private and live virtual event training from Oracle University.
Deliver post-sales support and solutions to your customers with the guidance of Oracle University Delivery Team, Oracle University Resource Team, Oracle University Scheduling Team, and Oracle Support Services while serving as an advocate for customer needs and requests with providing timely response
Be responsible for fielding and resolving technical and non-technical customer inquiries via phone and email.
Provide technical questions and answers to customers regarding the use of and troubleshooting connectivity of Oracle University Hosted Environment
As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction from Oracle University Delivery Team, Oracle University Resource Team, Oracle University Sales, and Management.
Through proactive and reactive follow up and troubleshooting, a Support Analyst should facilitate the Instructor to focus on content delivery, remove technical distractions and impediments from the event participants (students), and generally provide resolution to any issues outside of the content delivery.
Delivery Experience Representative will be responsible for the success of all classes and would work with the following Oracle Teams to accomplish succe
- Curriculum Development team to ensure that teaching content is kept updated
- Web team to keep our education website updated
- Work 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 classes effectively
- Work with the Learning Management Systems team (LMS) to make sure content is posted
- Work with the Operations teams to schedule events
- Work with the Senior Oracle University management team for effective ways to drive high quality training
Maintain accurate and timely information in Oracle systems
Understand and follow all Oracle procedures and policies
., . or . degree pursued on a full-time basi
Possesses extremely high work ethics, positive attitude, flexibility, professionalism, and a flair for performance and continuous improvement.
Strong communication skills in English; any other language is a plus;
Strong Presentation, Problem Solving, Multitasking and Analytical skills. Must have the right approach and ability to take objective business decisions towards cost reduction and capitalizing on revenue potential.
Must have at least 3 years of system analysis, project management, consulting or customer-facing experience in technology troubleshooting or related field
Should have mid-level, workstation-level IT technical troubleshooting proficiency as the role includes assisting corporate clients over the phone / web around Operating System, Browser, Java Runtime Environments, Internet Connectivity and Performance, Virtual Private Networking Configuration and VoIP Connectivity and Performance issue
Proficient with working on various Operating Systems such as Microsoft Windows, various flavors of Linux and MAC.
Proficient with settings and options in popular browsers such as Internet Explorer, Mozilla Firefox, Google Chrome and Safari.
Expertise in productivity, presentation and reporting tools including, but not limited to Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Cisco WebEx and Oracle OpenOffice.
Experience with Virtual Classroom technologies highly desirable.
Ability to self-manage,scalate when needed, learn new systems and processes and work globally.