Job Title: Technical Support Analyst

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.

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. 

The Technical Support Analyst is responsible to deliver post-sales support in languages other than English and solutions to our 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 the product and troubleshooting for our Electronic Support Services using our Machine Translation Tool. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support operations and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

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

Preferred Qualifications:

• Bachelor's/College Degree in Computer Science/Information Technology or equivalent, 0-2 Years of Experience 
• Language Proficiency in English is essential
• Additional Language Proficiency in Spanish is preferred but not required
• 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

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.).