Job Description

　　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 a 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 support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.

　　Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree 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.).

　　Responsibilities

　　The NetSuite Connector Support team handles concerns involving Oracle NetSuite’s clouds-based connector solution for eCommerce integrations. The NetSuite Connector product simplifies the process to keep product, pricing, and inventory data synchronized between various eCommerce storefronts and 3rd party logistics vendors and NetSuite ERP.

　　Job Description

　　Provide phone and online support in English to NetSuite Customers. The types of Customer we encounter ranges from the non-technical resources to actual in-house or third-party developers.

　　Performs highly complex troubleshooting and analysis to resolve Customer reported concerns.

　　Gather details regarding Customer processes to be able to determine how we can best Support and give path to resolution.

　　Create and Maintain Knowledge Articles involving the NetSuite Connector product.

　　Participate in company initiatives promoting the growth of Product Knowledge. This will include participation with mandated internal trainings specific to the NetSuite Connector Product area and general operations.

　　Work with other Departments such as Advance Customer Support, Professional Services, Quality and Assurance, 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.

　　Technical Skills

　　Knowledgeable about eCommerce Storefronts such as Shopify, WooCommerce, Magento, BigCommerce and Amazon is a plus.

　　Knowledgeable about Point of Sales systems (POS) and Third-Party Logistics (3PLs).

　　Basic knowledge of ERP and Accounting concepts.

　　Basic Technical Knowledge about API, Web Services, SOAP, XML, REST

　　JavaScript and/or other scripting language(s) experience

　　About Us

　　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 sector—and 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.

　　We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

　　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