- Manage and resolve support tickets throughout the full lifecycle, from initial receipt and triage to resolution and customer communication.
- Support the full optimization lifecycle, including scoping, configuration, testing, and implementation of NetSuite enhancements.
- Collaborate with the Support & Optimization Manager and Lead to ensure client objectives are met on time and within scope.
- Work directly with clients to understand and resolve support issues, or reconfigure NetSuite to meet their expectations across financial modules and accounting workflows.
- Identify support risks and issues and escalate appropriately, contributing to mitigation strategies.
- Ensure support tickets are documented, prioritized, and resolved within agreed-upon timeframes, maintaining client satisfaction.
- Participate in post-engagement reviews to capture lessons learned and contribute to continuous improvement of service delivery.
- Serve as a NetSuite subject matter resource for clients and internal teams, providing guidance on operational and accounting-related configurations.
- Contribute to developing and implementing firm-approved, AI-enabled solutions for clients, in accordance with company policies on data protection, intellectual property, and professional standards.
- Stay informed about emerging AI tools and techniques and collaborate with firm leadership to identify compliant opportunities to enhance client solutions and internal processes.
Artificial IntelligenceTechnical supportNetSuite