Frontline Support Analyst
New
Z
Zone & Company Software Consulting LLCFinancial Software
We operate as a high-velocity, fully remote, global teamFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- JiraCustomer serviceNetSuiteZendeskTroubleshootingTechnical support
Requirements
- 3+ years of experience in a technical support, helpdesk, or customer-facing support role
- Experience with NetSuite or another ERP system (preferred)
- Bachelor's degree in Information Technology, Computer Science, Business, or a related field (preferred)
- Relevant certifications or equivalent work experience will also be considered
- Outstanding customer service skills with a customer-first mindset
- Strong written and verbal communication skills
- Friendly, confident, and professional approach
- Excellent attention to detail with strong problem-solving abilities
- Effective time management and prioritization skills
- Self-motivated with the ability to work independently and collaboratively
Responsibilities
- Act as the first point of contact for incoming technical support incidents, requests, and changes
- Own and manage your ticket queue, ensuring timely and high-quality resolution
- Keep customers informed with clear, consistent updates throughout the lifecycle of each incident
- Identify when escalation is needed and collaborate with Backline Support or other teams for swift resolution
- Work efficiently in Zendesk and JIRA, maintaining accurate and real-time ticket documentation
- Represent the company confidently on client calls, particularly during escalations
- Develop expertise in at least two core product lines at the Frontline level
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