NetSuite is looking for Technical Support Specialists who will become product experts, responsible for resolving client queries and concerns about NetSuite's Point-of-Sale (POS) software. NetSuite provides Point-of-Sale systems and services for many businesses globally and together with the NetSuite product suite, is a clear industry leader in delivering on-demand Multi-Channel Commerce solutions for retailers.
Skills: Customer services,Communication skills,Technical Support,Client Care,Point of Sale (POS),Product expert
Text title: Responsibilities
Provide support to customers by answering complex questions on function and usage of NetSuite Point-of-Sale products via the telephone and/or email.Serve as primary liaison between NetSuite and the customer.Take escalated calls that require high level of technical expertise and customer service skills.Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.Participate in activities and contribute ideas to resolve problems to better serve the customer and/or improve productivity.Use decision-support tools to answer questions.Collaborate with internal teams on complex problems.Design solutions to problems that may be unstructured and that may require conceptual/creative thinking.Perform Replication Setup and troubleshootingModify XML documents for customization of function and appearanceMaintain and fix computer systems to enhance speed, efficiency and reliability of operation and recommend hardware and software solutions and upgrades.
Text title: Minimum Qualifications
Candidate must possess at least a Bachelor's/College Degree in Computer Science/Information Technology or equivalent.Strong background in MS SQL Server 2005/2008 database.Experience reviewing logs for root cause analysis (for example application and payment logs)Experience in Software-based POS and/or RMS vendor installation, systems training and support is a plusAdept in Windows based Operating Systems (Windows XP, Windows 7, Legacy system for Windows 98)Familiar with GUI windows-based environments and standard applicationsExperience modifying scriptable workflows, logic choices, input request, and web service calls.Knowledge in troubleshooting computer peripherals like scanner, printer and cash drawer.Working knowledge and experience in Linux or Unix environment is a plusFamiliarity with Apache or other Web server technologies is a plusExcellent written and verbal communication skills.Willing to work extended hours, holidays and weekends when necessary.Experience interacting with customers in person or over the phone is preferred.