Job Description

Job Description Certifications Program Specialist Oracle University Location: Bengaluru, India About Oracle University Oracle University (OU) is committed to providing world-class training and an unbeatable educational experience. Oracle University focuses on 100% student satisfaction to deliver superior training that enhances the adoption of Oracle technologies. As one of the largest corporate training organizations in the world, we help make technology strategies successful with complete, flexible, and customized learning solutions delivered globally. Our goal is to provide every Oracle University student with an exceptional highly engaging learning experience with our plethora of learning products and services. Primary Focus Oracle Certification Program (OCP) is our prestigious and highly sought-out-for certification program for technical professionals in the Oracle information technology marketplace. The certification program specialist will be part of the OCP Operations team. The certification program specialist will be part of the Oracle Certification Program Operations team. This teams primary responsibility is to service and help resolve customer queries, troubleshoot issues as required, follow-up with stakeholders to resolve the issues, manage exam web pages, help improve tools and processes across the exam delivery platform, manage proctors and exam schedules, train and onboard proctors, and validate certification credentials for certified candidates. Career Level - IC2 Career Level - IC3 Responsibilities Roles and Responsibilities Provide customer support via email for pre/post certifications queries in a timely manner with quality instructions to help resolve customer issues Manage complex and critical requests, and escalations received from customers Work on multiple tools and systems to manage the certification program Analyze the root causes of issues to provide a complete resolution Ability to analyze data to arrive at meaningful information and decisions Compile daily, monthly, quarterly, and ad-hoc analysis and reports to support the certification program Work with the team members to fulfill certification support requirements/processes and ensure joint success Perform various audits to support the certification program Participate in various testing activities to ensure the effectiveness and functionality of certification-related systems and processes Be available to work in shifts as per the operational requirements of the certification support team. This might include evenings and weekends Possess proficiency in Microsoft Office applications, including MS Word, MS Excel, and MS Outlook, to effectively manage documentation, data analysis, and communication tasks Required Qualifications Bachelors degree in business administration, communications, or a related field Previous experience in a customer support role or similar domain, preferably in a certification or education-related industry Good command over written English with excellent comprehension and communication skills, both written and verbal Strong problem-solving abilities and attention to detail Able to self-manage, prioritize, execute, collaborate, and deliver on assigned tasks Able to think out of the box with a positive attitude towards the workplace and understand customer issues Good at working on multiple parallel deliverables and thrive in a fast-paced, changing environment