Functional Support Analyst 2
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Job Location:
Yearly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Description
Bachelors or College Degree in Accounting Finance Business Management or a related field
3-5 years of experience on ERP/Accounting systems (I.e. JD Edwards SAP QuickBooks MS Dynamics AX Epicor etc in
3 years of experience in customer support technical support or a related client-facing role
Proven ability to resolve complex customer inquiries and technical issues
Excellent communication troubleshooting and problem-solving skills
Experience supporting premium or high-value clients is highly desirable
Demonstrated ability to manage multiple priorities and work effectively under pressure
Strong analytical skills and attention to detail
High level of customer focus with a passion for delivering outstanding service
Responsibilities
Your Responsibilities
- Responsible for resolving clients functional/technical concerns via phone and other electronic channels
- Assist client with functionality related questions through available documented product information.
- Conduct research and testing to troubleshoot basic functionality-related issues.
- Has the ability to identify cases that will require different or higher skillset
- Keep client updated on their open Support cases based on service level targets.
- Ensure that customer satisfaction is maintained at an acceptable level as defined in CS metric.
- Create Knowledge Base articles on common functionality-related questions.
- Enhance product knowledge by continuously attending New Features training on assigned product area/s or skill set/s
- Escalate product issues to correct team for further troubleshooting
- Create and review Knowledge Base articles on common functionality-related questions.
- Assist in Netsuite Support Community as Rotational Guru
- Assist in Support deflection initiatives such as SuiteAnswers Chatbot Livechat Netsuite Support Community etc.
- Assist in new hire enablement by acting as Senior Support Rep buddy
- Participate in Knowledge Transfer sessions between ACS or PS and Support.
Qualifications
Range and benefit information provided in this posting are specific to the stated locations only
CA: Hiring Range in CAD from: $50600 to $110500 per annum.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge skills experience market conditions and locations as well as reflect Oracles differing products industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Career Level - IC2
Required Experience:
IC
Key Skills
- Change Management
- Civil Engineering
- Infection Control
- Information Technology Sales
- Biology
About Company
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity. We know that true innovation starts when eve ... View more
