Job Title: Functional Support Analyst - ERP/Accounting

Division: Oracle NetSuite Global Business Unit             

Locations: Mississauga, CAN

 

Company Overview

With more than 420,000 customers—including 100 of the Fortune 100—and with deployments across a wide variety of industries in more than 145 countries, Oracle offers a comprehensive and fully integrated stack of cloud applications, platform services, and engineered systems. For more information about Oracle (NYSE:ORCL), visit oracle.com.

 

Group Overview

On November 7, 2016 Oracle's acquisition of NetSuite became official, bringing together the reach of NetSuite's cloud ERP solutions for small to midsize businesses with the breadth and depth of Oracle's enterprise-grade cloud solutions for the back and front office. In 1998, NetSuite pioneered the Cloud Computing revolution, establishing the world’s first company dedicated to delivering business applications over the Internet. Today, Oracle NetSuite provides a suite of cloud-based financials / Enterprise Resource Planning (ERP) and omnichannel commerce software that runs the business of more than 30,000 companies, organizations, and subsidiaries in more than 100 countries.

 

Oracle is looking for Functional Support Analysts who will become NetSuite product experts, responsible for resolving client queries and concerns about Oracle’s NetSuite Accounting and ERP products. Our Technical Support Analyst Program prepares entry level candidates for an exciting and rewarding career at Oracle. CSAP Specialists participate in an initial two-month training and development. You will learn first-hand how Oracle impacts our customers’ businesses by working alongside Oracle NetSuite Subject Matter Experts (SME’s) on actual customer challenges in running a business on the cloud in collaboration with a global team of SAAS software experts.

 

Why Oracle NetSuite

Dare to be yourself – We look for talented, passionate employees with drive and energy. You are encouraged to drive your own career. We pride ourselves on building and promoting a culture of teamwork. You are encouraged to take interest in different areas and projects, share your ideas and innovate. Achieve success on your own terms. Success is in your hands; learn, grow, develop, contribute, and make a difference.

 

Your Responsibilities:

As a Functional Support Analyst, you will have the opportunity to make immediate contributions to the organization. 

• Serve as the primary liaison between Oracle NetSuite and the customer
• Design solutions to problems that may be unstructured and that may require conceptual/creative thinking.
• Participate in activities and contribute ideas that constantly help improve the Oracle NetSuite platforms and products
• Build successful customer relationships
• Use decision-support tools to answer pressing client questions.
• Collaborate with internal teams on multi-faceted problems

 

Successful Functional Support Analysts advance in their technical, communication and management skills to gain their designation as an Oracle NetSuite SMEs and eventually get inducted as SuiteGurus; something that can currently be exclusively achieved with a high-performance team environment in Oracle NetSuite Support.  This advancement opens doors for more opportunities to more than 30+ areas of specializations and career advancement.

 

Preferred Qualifications:

• Bachelor's/College Degree in Accounting/Finance/Business Management or relevant field, 0-2 Years of Experience
• Strong knowledge of the internet and browsers
• Analytical approach to troubleshooting
• Excellent written and verbal communication skills
• Flexible on working hours/days with a willingness to work extended hours, holidays and occasionally weekends
• Experience interacting with customers in person or over the phone
• Knowledge and/or experience on ERP/Accounting systems (i.e. JD Edwards, SAP, QuickBooks, MS Dynamics AX, Epicor, etc) is an advantage
• Industry certification such as CPIM, CSCP from APICS is a plus

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As an Associate Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Your primary task will be to provide level one support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means).

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. As this is an entry-level technical position at Oracle, a technical degree is preferred i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA. OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).