NetSuite Technical Support Analyst
1 month ago
Oracle is seeking a highly skilled and experienced NetSuite Technical Support Analyst to join our team. As a NetSuite Technical Support Analyst, you will be responsible for providing technical support to customers, partners, and internal employees, resolving issues, and identifying software defects.
Responsibilities:- Provide technical support to customers, partners, and internal employees via phone, email, and online channels.
- Resolve issues and identify software defects, collaborating with Quality Assurance/Development teams to investigate root cause and implement fixes.
- Document case resolutions through formalized written communication.
- Handle inquiries and problems within assigned major product area expertise/skill set, and triage those outside the 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, helping 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 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 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).
- 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.
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