Remote Frontline Support Analyst

Summary

Join our team at Zone & Co as a Front Line Support Analyst, providing exceptional support to customers through technical troubleshooting and outstanding service.

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

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

Benefits

Comprehensive list of benefits at Zoneandco.com