NetSuite Technical Support Analyst (Tech)

Preferred Qualifications :

• Bachelor's / College Degree in Computer Science / Information Technology or equivalent, 0-2 Years of Experience
• Language Proficiency in English is crucial
• Experience working with Single Sign-On, , JQuery and / or Bootstrap is a plus
• Solid understanding on Java, C#, .NET, PHP or other programming language would be helpful
• Experience interacting with customers in person or over the phone is required
• Experience reviewing logs for root cause analysis (for example application and payment logs)
• Solid understanding and experience in Linux or Unix environment a plus
• Familiarity with Apache or other Web server technologies a plus
• Knowledge and understanding of eCommerce best practices (including usability, SEO, fulfillment, a plus
• Knowledge in troubleshooting computer peripherals like scanner, printer and cash drawer
• Advanced knowledge in SQL / databases
• Proficient in JavaScript, Java / C#, perl scripting
• Flexible on working hours / days with a willingness to work extended hours, holidays and occasionally weekends
• Excellent organization, verbal and written communication skills with customer service attitude
• Previous experience in a similar role or translation is an advantage
• Knowledge of the culture, attitude and practices in the countries where that language is spoken
• Detail-oriented, hard-working, and responsible
• Strong analytical approach to troubleshooting

Career Level - IC1

Your Responsibilities :

• Promptly resolve inbound calls and online Support cases from customers, partners and internal employees.
• Performs routine to moderately sophisticated troubleshooting and analysis to resolve issues
• Identifies software defects and reports to Quality Assurance / Development for investigation of root cause and fixing
• Documents case through formalized written communication
• Handle inquiries and problems within assigned major product area expertise / skill set and optimally triage those outside area of expertise and transfers to the next Support level
• Performs translation of online communication to / from customers using our Machine Translation Tool and manage day-to-day case management translation tasks
• Proofread, edit, and revise translated materials and documentation
• Perform UAT and evaluate translation quality. Help to arbiter linguistic quality assurance results
• Builds and maintains product specific terminology glossaries and language style guides to ensure consistency and cultural conformity
• Contribute ideas and feedback on processes related to internationalization
• Participate in various localization tasks / projects
• Build and maintain knowledge base that enable self-service support for Customers / Partners

Range and benefit information provided in this posting are specific to the stated locations only

Canada : Hiring Range from $44,000 to $96,000 CAD per annum

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.