Job Description

This is an extraordinary opportunity for an individual with the experience and enthusiasm to help develop the next generation of Oracle NetSuite Support Engineers and have a direct impact on NetSuite customers. We support newly hired and experienced Customer Support Representatives. This role is central to acclimating new hires to the NetSuite environment and product, supporting the continuing enablement of experienced employees on the NetSuite application, and teaching our customer support methodology and business processes.

As a member of the Oracle NetSuite Global Business Unit (GBU), the Support Trainer is responsible for facilitating learning initiatives for the Support team. Activities include conducting workshops, instructor led training and guiding Support Engineers through structured learning activities defined within the various enablement programs.

Additionally, you will be in a position to contribute to the growth and development of overall Support Enablement programs. You will be responsible for assisting in the ongoing development of enablement training and associated materials. Such activities include administering feedback sessions, revising or developing content based on participant feedback and new program initiatives, partnering with team members to ensure a consistent exp

Responsibilities

The Support training team is responsible for new hire enablement which begins with NetSuite Essentials, Operations, Product/Vertical-Specific In-Depth Training and Buddy-Up, up to the new hire’s first checkpoint – their 3rd month evaluation. Likewise, the team spearheads activities related to ongoing trainings and New Feature Trainings (NFTs) during releases, either by creating the training modules or by collaborating with Support Operations for the development of these courses.

As a Support Training Specialist, you will help oversee onboarding of new technical support employees, including facilitating orientations, training delivery and performance evaluations. Some key responsibilities of the role include:

• Facilitate ERP or Technical NetSuite product training for new and existing employees
• Conduct regular coaching sessions and provide feedback for performance evaluation reviews
• Plan and manage operations training schedule which requires close coordination with key process owners
• Maintenance of resources and tools primarily essential for daily instructor activities. This includes regular reviews of training roadmap, syllabus, decks and checkpoint exams.
• Design and develop learning courses relative to product development and business needs
• Work effectively with Vertical Leads, SMEs, PSE and WFM for New Feature Training reviews
• Participate in the SME/SuiteGuru Program
• Support initiatives and upskilling efforts for similar enablement programs
  
  
  

Ideal Candidate:

• Excellent people skills with the ability to work in a global, team environment
• One year prior working experience with Oracle NetSuite products (or at least two years related experience without Oracle NetSuite products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
• Prior training experience preferred
• Strong team player with the ability to organize, prioritize, and manage responsibilities simultaneously
• Outstanding communication skills; presentation, written, verbal, listening, and influencing
• Bachelor’s degree or recognized equivalency or achievement of recognized professional level
• Completes own role largely independently within defined policies and procedures
  
  
  

Qualifications

Career Level - IC2

About Us

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