Technical Analyst 2-Support (Payroll)- Q4FY24
Do you want to advance your career with the world’s first cloud company? Since 1998, Oracle NetSuite has been on a mission to deliver an agile, unified application suite that gives leaders a complete view into their business. Our team is growing, and we’re looking for people like you to help us make a global impact.
As the leading cloud business system, NetSuite includes financials, inventory management, HR, professional services automation, commerce, and more. Tens of thousands of customers all over the world trust NetSuite to give their businesses the visibility, agility, and control needed to make data-informed decisions quickly.
NetSuite is a place where you can build your career and have fun while doing so! We’re invested in our people, our customers, and the community. As part of Oracle, our benefits are second to none. Joining our passionate team means that you’re ready to take your career to the next level. With priceless learning opportunities, strong support, incredible innovation, and volunteer opportunities, NetSuite is committed to creating a workplace where everyone feels empowered and set up for success.
SuitePeople US Payroll is the first vertical in Oracle NetSuite Support which caters end to end payroll processes.
Business activities from PS implementations, Customer Support, Client Relationship to Back office tax handling are centralized within the Support Department. We are looking for Technical Support Specialists to assist our customers. As part of the SuitePeople US Payroll team, the Technical Support Representative will perform a variety of technical & support functions, with emphasis on taking payroll calls and cases related to payroll set up, adjustments and payroll tax investigations.
Qualifications:
- FPC and CPP Certification is desired
- CPA is a plus
- 1-2 years of previous payroll/accounting/audit experience required
- Certified Payroll experience a plus
- Healthcare Benefit knowledge a plus
- Strong attention to detail
- Excellent Customer Service skills
- Excellent verbal, written, interpersonal communication skills
- Demonstrated ability to multi-task, work well under pressure and meet deadlines
Key Responsibilities:
- Take incoming calls and cases related to US Payroll
- Files Issues and Enhancements related to the US Payroll product
- Create Knowledge Base solutions for external and internal users
- Conduct UATs and trainings related to new product releases
- Work directly with client’s Authorized Payroll contacts
- Assist clients in Payroll Tax Reconciliation
- Assist clients in Payroll Set up and Requirements
- Assist clients in Payroll Adjustments in Closed and Open Quarters
- Customer’s liaison with Payroll Operations and Third Party Tax Provider
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.).
Career Level - IC2
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