Professional Services: Scripting/Web Services Support Specialist - tier 2 and 3 (Mississauga, Canada)

At NetSuite, Inc., our vision is to support growing and midsized companies by providing the market's leading integrated, online business application for CRM, ERP and Web commerce. With products such as NetSuite, NetSuite CRM and NetERP, we already meet the needs of thousands of customers globally. And as an industry leader, we value the uniqueness, creativity and innovation each employee brings, whether in the areas of engineering, sales, marketing, operations, customer advocacy, IT, or corporate resources. Our employees drive our vision and make our success possible.

Picture yourself building a successful career at NetSuite—working alongside other talented, driven individuals, and helping the burgeoning growing-to-midsized market achieve its goals. At NetSuite we believe in ONE SYSTEM. NO LIMITS. If you would like to be part of an organization where there are NO LIMITS,. please submit your resume to canadajobs@netsuite.com

Responsibilities:
As a member of the NetSuite Customer Support team, you will be responsible for handling customer product questions and issues. Understanding the sense of urgency in delivering an accurate response will make you a successful addition to our already exceptional team.

You will work with customers directly via phone or email to troubleshoot issues and document features they would like added to our award winning suite of products. The ideal candidate will:

• Utilize the available resources and tools to provide high quality Tier 2 or 3 technical support over the phone and via email
• Manage a workload of escalations from various internal and external sources – (Tier 1 technical support, other departments, partners, etc.)
• Document the work done in the internal case/issue management system using predefined procedures
• Work in a dynamic team environment to ensure customer requests are rerouted accurately and efficiently to the right resource.
• Communicate customer-reported issues with our Quality Assurance and Development teams using established guidelines.
• Design creative solutions to non-standard problems and modify existing solutions to resolve non-routine problems.
• Work with customers to diagnose problems with JavaScript code or SOAP
• Maintain high customer satisfaction through the use of proper phone etiquette, active listening and customer service skills
• Develop and maintain up-to-date knowledge of our constantly expanding and evolving set of products and services through internal training and self-training

Required qualifications:

• Solid experience with and advanced knowledge of JavaScript in a Web Development environment ORSolid experience in implementing Web Services applications using SOAP on a major platform – Java or C#
• Working experience with a Windows-based IDE (Eclipse 3.x or Visual Studio .NET) is an asset
• Experience with dynamic Web Design and general Internet infrastructure
• A minimum of 2 years of call center (technical / customer) organization providing email and telephone support is required.
• Excellent written and verbal communication skills
• Highly enthusiastic, positive minded, service oriented individual.
• Demonstrated troubleshooting skills. Superb analytical and critical thinking skills
• Ability to think "outside-the-box"

Additional qualifications:

• Optional: Experience with Apache/Tomcat/IIS Web Servers is an asset
• Optional: Knowledge of public/private key encryption is a plus
• Optional: Knowledge of PHP is a plus
• Optional: Experience with Oracle is a plus
• Optional: Experience with any ASP/SaaS software or any CRM or Web/E-Commerce system
• Optional: Experience and knowledge of general accounting

To Apply:

If you would like to be part of an organization where there are NO LIMITS, please submit your resume to canadajobs@netsuite.com.

*At this time, NetSuite is not working with any third party recruiters or agencies. Please direct all inquires via e-mail to jobs@netsuite.com. No phone calls please.