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NetSuite Technical Support Specialist
1 month ago
We are seeking a highly skilled NetSuite Technical Support Analyst to join our team at Oracle. As a key member of our support team, you will be responsible for providing exceptional technical support to our customers, partners, and internal employees.
Key Responsibilities- Resolve inbound calls and online support cases in a timely and efficient manner.
- Perform routine to moderately sophisticated troubleshooting and analysis to resolve issues.
- Identify software defects and report to Quality Assurance/Development for investigation and fixing.
- Document cases 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 transfer to the next support level.
- Perform 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 arbitrate linguistic quality assurance results.
- Build and maintain 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 a knowledge base that enables self-service support for customers/partners.
- 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 of Java, C#,.NET, PHP, or other programming languages would be helpful.
- Experience interacting with customers in person or over the phone is required.
- Experience reviewing logs for root cause analysis (e.g., 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).
- Knowledge in troubleshooting computer peripherals like scanners, printers, and cash drawers.
- 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 a 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 the language is spoken.
- Detail-oriented, hard-working, and responsible.
- Strong analytical approach to troubleshooting.
Oracle maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions, and locations. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. The hiring range for this role in Canada is from $44,000 to $96,000 CAD per annum.
