Oracle Technical Support Analyst - SuiteCloud, E-commerce and POS in Mississauga, Canada
Technical Support Analyst - SuiteCloud, E-commerce and POS
Job Title: Technical Support Analyst - SuiteCloud, E-commerce and POS
Division: Oracle NetSuite Global Business Unit
Locations: Mississauga , CAN
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.
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 Technical Support Analysts who will become product experts, responsible for resolving client queries and concerns about Oracle’s NetSuite SuiteCloud, E-commerce and POS 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.
As a Technical 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 Technical Support Analyst 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.
Bachelor's/College Degree in Computer Science/Information Technology or equivalent
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
Flexible on working hours/days with a willingness to work extended hours, holidays and occasionally weekends
Detailed Description and Job Requirements
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 and professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).
Job Type: Regular Employee Hire