NetSuite Technical Support Analyst

Preferred Qualifications:

• Bachelor's/College Degree in Computer Science/Information Technology or equivalent, 0-2 Years of Experience
• Language Proficiency in English is essential
• Experience working with Single Sign-On, Backbone.js, JQuery and/or Bootstrap is a plus
• Working knowledge on Java, C#, .NET, PHP or other programming language would be beneficial
• Experience interacting with customers in person or over the phone is preferred
• Experience reviewing logs for root cause analysis (for example application and payment logs)
• 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
• 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 mindset
• 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, enthusiastic, and responsible
• Strong analytical approach to troubleshooting

Career Level: IC1

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

CA: Hiring Range in CAD from: $44,000 to $96,200 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.

Your Responsibilities:

• Promptly resolve inbound calls and online Support cases from customers, partners and internal employees.
• Perform routine to moderately complex troubleshooting and analysis to resolve issues
• Identify software defects and report to Quality Assurance/Development for investigation of root cause and fixing
• Document case through formalized written communication
• Handle inquiries and problems within assigned major product area expertise/skill set and effectively 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 arbiter linguistic quality assurance results
• Create 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
• Create and maintain knowledge base that enable self-service support for Customers/Partners