Oracle Technical Support Analyst (SuiteCloud/Portuguese) - Q3/2019 in Mississauga, Canada
Technical Support Analyst (SuiteCloud/Portuguese) - Q3/2019
Job Title: Technical Support Analyst
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.
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.
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
Bachelor's/College Degree in Computer Science/Information Technology or equivalent
Language Proficiency in English and Portuguese 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
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
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law. Oracle will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of San Francisco's Fair Chance Ordinance.
As part of Oracle's standard employment process, candidates will undergo a complete background check prior to an offer being extended. These background checks are conducted by a professional third party firm at no charge to the applicant and include: prior employment verification, education verification, social security trace, criminal background check and motor vehicles records (where required for position).
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