Oracle is looking for Technical Support Analysts who are smart, able to analyze problems, troubleshoot, absorb new knowledge quickly and use gained knowledge to make decisions. Technical Support Analysts will become product experts, responsible for resolving client queries and concerns about Oracle’s NetSuite SuiteCloud products. Our Technical Support Analyst Program prepares entry level candidates for an exciting and rewarding career at Oracle. 

 

Why Us?

You’ll be surrounded by smart, innovative, caring people — invested in our customers and the community. If you’re looking to share your unique perspective and ideas at a collaborative table and help equip all kinds of businesses achieve their visions, check us out.

 

What do we deliver?

NetSuite enables companies to manage core business operations in a single cloud-based system including:  

Enterprise Resource Planning (ERP) Accounting  Customer Relationship Management (CRM)  E-commerce 

 

Responsibilities

The Technical Support Analyst is responsible for delivering post-sales support in languages other than English and solutions to our customer base while serving as an advocate for customer needs. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction from management, as well as providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues 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. 

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.  Design solutions to problems that may be unstructured and that may require conceptual/creative thinking. 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

 

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.

 

Requirements:

Fluent in Portuguese  Excellent written and verbal communication skills in English Strong analytical approach to troubleshooting. Ability to learn and adapt quickly, willingness to work in a dynamic environment Ability to understand customer's business processes Proficiency in HTML (CSS XML and FreeMarker are also welcome) Experience interacting with customers in person or over the phone. Detail-oriented, enthusiastic, and responsible.

 

In addition, it is nice to have:

Bachelor's/College Degree in Computer Science/Information Technology or equivalent, 0-2 Years of Experience. Experience with debugging Knowledge of SQL, Java Experience with ERP Systems

Career Level - IC1