This job is with Oracle, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
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.
- Provide phone and online support to NetSuite Customers. The types of Customer we encounter ranges from the non-technical resources to actual in-house or third party developers.
- Conduct troubleshooting of NetSuite proprietary APIs. This involves debugging actual codes created by Customers and help determine whether it is a product defect or not.
- Gather details regarding Customer processes to be able to determine how we can best Support and give direction.
- Participate in company initiatives promoting the growth of Product Knowledge. This will include participation with mandated internal trainings specific to the Product area and general operations.
- Work with other Departments such as Quality and Assurance, Professional Services, Product Management and Development, to ensure fast turnaround. This is bound by processes but all of which aims to give quality service.
- Adapt to the fast paced nature of the NetSuite Cloud Based Software and new proprietary technologies and innovations are being pushed yearly.
Technical Skills
- Above average HTML/CSS knowledge
- Familiar with JavaScript, JSON, JQuery,, SQL is a plus
- Basic Scripting/Programming skills
- Flowchart /Program Logic Formulation
Career Level - IC2
- 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
- Creates and maintains product specific terminology glossaries and language style guides to ensure consistency and cultural conformity
- Create and maintain knowledge base that enable self-service support for customers/partners
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.
When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.
We've partnered with industry-leaders in almost every sectorand continue to thrive after 40+ years of change by operating with integrity.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
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Disclaimer
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 arrest and conviction records pursuant to applicable law.
- Which includes being a United States Affirmative Action Employer
