Frontline Support Analyst

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Requirements:

• Proven customer service expertise in a client-facing role.
• Minimum 3 years of experience with NetSuite and technical support.
• Proficient in Zendesk and JIRA.
• Excellent written and verbal communication skills.
• Friendly, confident, and professional demeanor.
• Strong attention to detail and problem-solving abilities.
• Full NetSuite certification or active pursuit of certification.
• Bachelor’s degree in business, finance, computer science, or related field.
• Familiarity with ERP systems, particularly NetSuite.

Responsibilities:

• Manage incoming technical support incidents, requests, and changes.
• Oversee a personal ticket queue, ensuring timely resolutions and adherence to SLAs.
• Maintain proactive communication with customers, providing consistent updates.
• Escalate complex issues to Backline Support or relevant teams as needed.
• Deepen knowledge of at least two primary product lines for enhanced support.
• Take ownership of support incidents from initiation to resolution.
• Utilize Zendesk and JIRA for accurate ticket documentation and tracking.
• Conduct client calls to resolve technical incidents professionally.
• Educate customers on product features and best practices.
• Collaborate with cross-functional teams to relay customer feedback for product improvements.
• Assist in onboarding new customers for a smooth transition.