Frontline Support Analyst

About Zone & Co

Zone & Co is a leading SaaS company committed to freeing finance teams from the limitations of clunky, disparate systems and manual processes. Our rapidly growing portfolio of solutions is built on the Oracle NetSuite platform (the leading cloud-based ERP software platform) and offers advanced automation and integration solutions to a wide spectrum of business-critical functions, including complex billing & revenue recognition, to off-the-shelf advanced reporting, Payroll, AP automation, payments, reconciliations, approvals and more. 

Zone helps over 3,000 companies worldwide work smarter, faster, and more securely, whilst maximizing platform value. We do this with a growing innovation-minded team of over two hundred folks, based across North America, Europe, and Asia Pacific. 

Our journey has only just begun and we are excited to welcome talented individuals looking to grow alongside us. If this sounds interesting to you, we’d love to hear from you!

Learn more at www.zoneandco.com or follow us on LinkedIn: linkedin.com/company/zoneandco.

About the Role: 

The Front Line Support Analyst is the primary contact for Zone & Co customers, providing exceptional support for Zone products. This role focuses on helping customers utilize innovative software solutions through strong technical troubleshooting and outstanding service, driving customer success and satisfaction.

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.

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.
• Familiarity with ERP systems, particularly NetSuite.

Benefits

At Zone, our benefits are designed to enrich your life beyond the workplace. Recognizing that work is just a fraction of your overall life experience, we are dedicated to providing robust support. As a fully remote company, we prioritize flexibility and balance. Explore our comprehensive list of benefits at Zoneandco.com.

Zone and Co is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.

We strongly encourage candidates of all different backgrounds and identities to apply. This is an opportunity for us to bring in a different perspective and we’re eager to further diversify our company. Zone & Co is committed to building an equitable, inclusive, and supportive place for you to do some of the greatest work of your career.