Technical Analyst 2-Support

5 days ago

Toronto, Ontario, Canada Oracle Full time $50,600 - $112,250 per year
Description

Description


•    Bachelor's/College Degree in Computer Science/Information Technology or equivalent

• 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 client's 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: $50,600 to $110,500 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.

Career Level - IC2


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