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Netsuite Customer Tech Support Specialist

EXTRA PARENTAL LEAVE

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Philippines

Offer summary

Qualifications:

Minimum 3 years NetSuite experience, Strong analytical and problem-solving skills, Tech support or similar role experience, Exceptional communication and customer service abilities, In-depth knowledge of NetSuite architecture.

Key responsabilities:

Act as Tier 1 support for client issues
Communicate clearly with customers via email or phone calls
Document client concerns and resolutions
Recreate/test issues to verify causes
Follow up to ensure full issue resolution

Atticus Advisory Solutions Inc. SME https://atticus.ph/

201 - 500 Employees

See more Atticus Advisory Solutions Inc. offers

Job description

Your missions

Position Summary

If you are a NetSuite expert with a knack for working with clients to solve their complex system challenges and issues, we want you on board!

Success will come from your ability to quickly and effectively triage customer issues with products via support tickets/cases, addressing and correcting those issues via email or customer phone consultations, or properly escalating support issues to the correct internal teams, while monitoring and ensuring proper and complete resolution of those support requests.

Primary Job Duties

Act as first point of contact (Tier 1 support) for clients experiencing issues with products and who have logged a support case, communicating with customers clearly to quickly get to the root cause of their problem
Communicate with customers either via email or phone/web call through a series of actions to resolve customers problem/issue
Leverage the knowledge base to answer client questions
Fully document client concerns and ticket resolutions
Maintain client confidence by keeping their information confidential
Recreate/test issues in dedicated playground accounts to verify potential causes
Make judgement calls on whether issues require advanced configuration and technical knowledge, escalating to other teams, when needed
Follow up with clients to ensure the problem is fully and properly resolved
Learn and Support new company product functionalities
Able to perform CSV import and identify errors to assist end-users
Ensure system compliance with company policies, procedures and protocols for system standards, customizations, and changes

Qualifications

Minimum 3 years NetSuite administration or implementation experience
Outstanding problem solving and analytical skills within NetSuite
Prior experience in tech support or a similar role
Exceptional communication, and customer service skills
In-depth knowledge of NetSuite architecture and willingness to learn new products embedded in NetSuite
Exceptional oral and written communications skills in English, fluency in Spanish is also a plus
Ability to establish credibility & foster collaborative relationships across functional and geographically dispersed teams
Understanding of NetSuite workflows, and scheduled scripts preferred
Working knowledge of GAAP and IFRS accounting guidelines preferred