NetSuite Technical Support Analyst
Oracle
On-site 🏢 15 April
Tech & IT Services
Ontario, Canada 🇨🇦
Preferred Qualifications:
- Bachelor's/College Degree in Computer Science/Information Technology or equivalent, 0-1 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
Your Responsibilities:
- Promptly resolve inbound calls and online Support cases from customers, partners and internal employees.
- Performs routine to moderately complex troubleshooting and analysis to resolve issues
- Identifies software defects and reports to Quality Assurance/Development for investigation of root cause and fixing
- Documents 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 transfers to the next Support level
- Performs 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
- Creates and maintains 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
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