Frontline Support Analyst
New
Z
Zone & CoSoftware Consulting
Location: United KingdomFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years of customer service expertise; 1+ years of experience with NetSuite
- Required Skills
- JiraMicrosoft ExcelCustomer serviceTechnical supportNetSuiteZendesk
Requirements
- 3+ years of customer service expertise in a client-facing role.
- 1+ years of experience with NetSuite (financial modules) and technical support background.
- Proficient in using Zendesk and JIRA.
- Advanced Microsoft Excel proficiency (complex formulas, pivot tables, financial modeling).
- Understanding of accounting principles (2-3 years relevant experience).
- Bachelor’s degree in business, finance, computer science, or related field.
- Familiarity with NetSuite General Ledger, financial reporting, and budgeting.
- Exposure to SuiteAnalytics Connect or similar data-connection layers.
- Basic knowledge of programming concepts and troubleshooting techniques.
- Exceptional written and verbal communication skills.
Responsibilities
- Manage incoming technical support incidents, requests, and changes, ensuring each is prioritized effectively.
- Maintain a personal ticket queue, closing tickets promptly and meeting established service level agreements (SLAs).
- Communicate proactively with customers, providing updates on ticket status.
- Recognize when to escalate issues to Backline Support or other relevant teams.
- Acquire in-depth knowledge of Solution 7 and its integration with NetSuite via SuiteAnalytics Connect.
- Utilize Zendesk and JIRA to meticulously document all client interactions.
- Engage in real-time client calls to effectively resolve technical incidents.
- Assist customers with the installation, activation, configuration, and optimization of Solution 7.
- Develop and maintain support documentation, including FAQs and knowledge base articles.
- Collaborate with cross-functional teams to relay customer feedback and insights.
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