Responsibilities:

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.
• Create documentation and keep it up to date.

Successful Technical Support Analysts:

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.

Preferred Qualifications:

Requirements:

• Excellent written and verbal communication skills in English.
• Analytical approach to troubleshooting.
• Experience in Accounting/Finance/Economics/Business Management or relevant field.
• Experience interacting with customers in person or over the phone.
• Experience with Financial Reports, Revenue Management, Taxes and Accounting Periods.

In addition, it is nice to have :

• Bachelor`s/College Degree in Accounting/Finance/Business Management or relevant field, 0-2 Years of Experience.
• Relevant Experience with Latin America taxes - Mexico, Colombia - and legal entity controllers.
• Knowledge and/or experience on ERP/Accounting systems (i.e. JD Edwards, SAP, QuickBooks, MS Dynamics AX, Epicor, etc) is an advantage.
• Industry certification such as CPIM, CSCP from APICS is a plus.
• Fluent in Portuguese desirable.

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).