Technical Analyst

Description

Description

Bachelors/College Degree in Computer Science/Information Technology or equivalent
3-5 years of experience on ERP/Accounting systems (I.e. JD Edwards SAP QuickBooks MS Dynamics AX Epicor etc.
Experience in customer support technical support or a related client-facing role
Experience working with Single Sign-On JQuery and/or Bootstrap is a plus
Working knowledge on Java C# .NET PHP or other programming language would be beneficial
Working knowledge 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 etc.) 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
Proven ability to resolve complex customer inquiries and technical issues
Excellent communication troubleshooting and problem-solving skills
Experience supporting premium or high-value clients is highly desirable
Demonstrated ability to manage multiple priorities and work effectively under pressure
Strong analytical skills and attention to detail
High level of customer focus with a passion for delivering outstanding service
Flexible on working hours/days with a willingness to work extended hours holidays and occasionally weekends

Responsibilities

Your Responsibilities

• Responsible for resolving clients functional/technical concerns via phone and other electronic channels
• Assist client with functionality related questions through available documented product information.
• Conduct research and testing to troubleshoot basic functionality-related issues.
• Has the ability to identify cases that will require different or higher skillset
• Keep client updated on their open Support cases based on service level targets.
• Ensure that customer satisfaction is maintained at an acceptable level as defined in CS metric.
• Create Knowledge Base articles on common functionality-related questions.
• Enhance product knowledge by continuously attending New Features training on assigned product area/s or skill set/s
• Escalate product issues to correct team for further troubleshooting
• Create and review Knowledge Base articles on common functionality-related questions.
• Assist in Netsuite Support Community as Rotational Guru
• Assist in Support deflection initiatives such as SuiteAnswers Chatbot Livechat Netsuite Support Community etc.
• Assist in new hire enablement by acting as Senior Support Rep buddy
• Participate in Knowledge Transfer sessions between ACS or PS and Support.

Qualifications

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

CA: Hiring Range in CAD from: $50600 to $110500 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 Oracles 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.

Career Level - IC2