Netsuite Technical Support Analyst

Preferred Qualifications:

• Flexible on working hours/days with a willingness to work extended hours, holidays and occasionally weekends
• Experience reviewing logs for root cause analysis (for example application and payment logs)
• Advanced knowledge in SQL/databases
• Detail-oriented, enthusiastic, and responsible
• Knowledge and understanding of eCommerce best practices (including usability, SEO, fulfillment, etc.) a plus
• Knowledge in troubleshooting computer peripherals like scanner, printer and cash drawer
• Previous experience in a similar role or translation is an advantage
• Working knowledge and experience in Linux or Unix environment a plus
• Experience interacting with customers in person or over the phone is preferred
• Working knowledge on Java, C#, .NET, PHP or other programming language would be beneficial
• Experience working with Single Sign-On, Backbone.js, JQuery and/or Bootstrap is a plus
• Language Proficiency in English is essential
• Familiarity with Apache or other Web server technologies a plus
• Knowledge of the culture, attitude, and practices in the countries where that language is spoken
• Excellent organization, verbal and written communication skills with customer service mindset
• Bachelor's/College Degree in Computer Science/Information Technology or equivalent, 0-2 Years of Experience
• Strong analytical approach to troubleshooting
• Proficient in JavaScript, Java / C#, perl scripting

Your Responsibilities:

• 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
• Documents case through formalized written communication
• Performs routine to moderately complex troubleshooting and analysis to resolve issues
• Perform UAT and evaluate translation quality. Help to arbiter linguistic quality assurance results
• Promptly resolve inbound calls and online Support cases from customers, partners, and internal employees.
• Creates and maintains product specific terminology glossaries and language style guides to ensure consistency and cultural conformity
• Performs translation of online communication to/from customers using our Machine Translation Tool and manage day-to-day case management translation tasks
• Contribute ideas and feedback on processes related to internationalization
• Create and maintain knowledge base that enable self-service support for Customers/Partners
• Participate in various localization tasks/projects
• Proofread, edit, and revise translated materials and documentation
• Identifies software defects and reports to Quality Assurance/Development for investigation of root cause and fixing