Functional Support Analyst

5 days ago

Toronto, Ontario, Canada Oracle Full time
Description

Job description:

- Bachelor's or College Degree in Accounting, Finance, Business Management, or a related field
- 3-5+ years of experience on ERP/Accounting systems (I.e. JD Edwards, SAP , QuickBooks, MS Dynamics AX, Epicor, etc) is an advantage.
- 3+ years of experience in customer support, technical support, or a related client-facing role
- 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

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

Disclaimer:

Oracle uses Artificial Intelligence in our recruiting process. Read more about it in our Recruiting Privacy Policy.  

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

CA: Hiring Range in CAD from: $50,600 to $97,800 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

Vacancy Type - Replacement Position
 

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