Frontline Support Analyst

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Requirements:

• Minimum of 3 years of experience in a technical support role, preferably with NetSuite.
• Proficiency in Zendesk and JIRA for support ticket management.
• Strong written and verbal communication skills.
• Friendly, confident, and professional client-facing demeanor.
• Full NetSuite certification (including SuiteFoundation) or currently pursuing certification.
• Understanding of accounting principles, supported by 2–3 years of relevant experience.
• Bachelor’s degree in business, finance, computer science, or a related field.
• Ability to manage multiple priorities in a fast-paced environment.
• Detail-oriented, with excellent analytical and problem-solving skills.
• Self-driven with the ability to work independently and collaboratively.
• Familiarity with ERP systems—particularly NetSuite—is essential.
• Basic knowledge of programming concepts and troubleshooting is a plus.
• Commitment to continuous learning and a growth mindset

Responsibilities:

• Manage incoming technical support tickets, requests, and changes with urgency and accuracy.
• Own a personal support queue and ensure timely resolution aligned with SLAs.
• Communicate proactively with customers to provide updates and ensure transparency.
• Escalate complex issues to Backline Support or other internal teams when necessary.
• Gain deep product expertise in at least two core Zone & Co product lines.
• Handle the full lifecycle of a support incident, from initiation to resolution.
• Maintain accurate ticket records in Zendesk and JIRA.
• Conduct real-time client calls to resolve technical issues professionally.
• Provide ERP support, with a focus on NetSuite configuration, optimization, and best practices.
• Create support documentation including knowledge base articles and FAQs.
• Collaborate cross-functionally to share customer insights and contribute to product enhancements.
• Stay current with software updates, industry trends, and emerging technologies.
• Identify and recommend process improvements based on ticket trends and customer feedback.
• Participate in customer onboarding and training to ensure a smooth implementation experience.
• Support continuous improvement by engaging in training and mentoring activities.
• Uphold Zone & Co’s core values, policies, and culture in all customer interactions.