As part of the Customer Support team, you will serve as the primary support resource for the clients, developing deep expertise in our products and resolving a wide range of functional and technical issues. You will take full ownership of incoming cases performing analysis, troubleshooting, and delivering solutions while collaborating with senior specialists on the most complex matters. This role offers the opportunity to build proficiency in NetSuite and Netgain applications and play a critical role in client success.
Responsibilities
- Act as the first point of contact for client inquiries and provide high-quality support across email, phone, and chat.
- Diagnose, troubleshoot, and resolve most customer issues independently across multiple product areas.
- Perform detailed analysis of client-reported problems, using product knowledge, documentation, and internal tools to identify root causes.
- Escalate only the most complex or system-level issues to senior support teams, with clear documentation of findings.
- Maintain accurate and complete ticket records, ensuring clients stay informed throughout the resolution process.
- Stay current on new features and enhancements to deliver knowledgeable, up-to-date support.
- Participate in ongoing training and contribute feedback to improve support processes and knowledge resources.
Minimum Qualifications
- Bachelor's degree in Accounting or Finance required.
- 3-5 years of hands-on NetSuite experience required, including functional troubleshooting and administration.
- Strong written and verbal communication skills with the ability to explain technical concepts clearly.
- Proven problem-solving ability and technical curiosity.
- Customer-service mindset with professionalism, empathy, and attention to detail.
- Ability to manage multiple cases, prioritize effectively, and work collaboratively within the team.
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