Frontline Support Analyst

The Frontline Support Analyst – Solution 7 is a customer-focused role responsible for delivering exceptional support to users of Solution 7, Zone & Co.’s Excel-based reporting and budgeting solution for NetSuite. Acting as a trusted advisor to finance and accounting professionals, this individual helps customers maximize the value of Solution 7 by supporting the creation of refreshable management reports, forecasts, and financial statements powered by live NetSuite data.

This role combines strong technical troubleshooting expertise with advanced Excel knowledge and a passion for customer success. The Frontline Support Analyst serves as a key point of contact for customers, ensuring timely issue resolution, minimizing business disruption, and providing a seamless support experience.

What You’ll Do:

• Manage incoming technical support incidents, requests, and changes, ensuring each is prioritized effectively.
• Maintain a personal ticket queue, closing tickets promptly and meeting established service level agreements (SLAs).
• Communicate proactively with customers, providing updates on ticket status and ensuring transparency throughout the support process.
• Recognize when to escalate issues to Backline Support or other relevant teams for swift resolution of complex challenges.
• Acquire in-depth knowledge of Solution 7 and its integration with NetSuite via SuiteAnalytics Connect, continuously enhancing expertise to provide exceptional support across reporting, budgeting, and consolidation use cases.
• Take full ownership of support incidents, delivering consistent updates to customers and ensuring all issues are resolved satisfactorily.
• Utilize Zendesk and JIRA to meticulously document all client interactions, ensuring real-time updates and clear record-keeping.
• Engage in real-time client calls, representing the company with professionalism to effectively resolve technical incidents.
• Educate customers on product features, software updates, and best practices to optimize their use of the products.
• Assist customers with the installation, activation, configuration, and optimization of Solution 7 within their Excel and NetSuite environments, ensuring report templates and budget models align with their business needs.
• Collaborate with cross-functional teams to relay customer feedback and insights, contributing to product improvements and enhancements.
• Provide troubleshooting support for technical issues, utilizing strong analytical skills to identify root causes and deliver solutions.
• Develop and maintain support documentation, including FAQs and knowledge base articles, to empower customers and improve efficiency.
• Stay updated on industry trends and emerging technologies to provide informed support and advice to customers.
• Foster a positive and collaborative team environment, sharing insights and best practices with colleagues to enhance overall service quality.
• Participate in training and development programs to continuously improve technical skills and customer service abilities.
• Monitor ticket trends and customer feedback to identify areas for improvement in support processes and customer experiences.
• Conduct customer satisfaction surveys to gauge service effectiveness and identify opportunities for enhancement.
• Implement best practices for customer support, focusing on efficiency and effectiveness in all interactions.
• Assist in onboarding new customers, ensuring a smooth transition and positive experience as they start using the products.

What You’ll Need:

• 3+ years of customer service expertise in a client-facing role.
• 1+ years of experience with NetSuite (financial modules in particular) and a background in technical support.
• Proficient in using Zendesk and JIRA for ticket management.
• Exceptional written and verbal communication skills.
• Friendly, confident, and professional demeanor.
• Commitment to continuous learning and personal development.
• Strong attention to detail and effective problem-solving abilities.
• Excellent time management and prioritization skills in a dynamic environment.
• Advanced Microsoft Excel proficiency, including complex formulas, pivot tables, and financial modeling; comfort with troubleshooting Excel add-ins is a plus.
• Understanding of accounting principles, with 2-3 years of relevant experience.
• Self-motivated, capable of working independently and collaboratively.
• Bachelor’s degree in business, finance, computer science, or a related field.
• Familiarity with NetSuite (particularly the General Ledger, financial reporting, and budgeting areas) and exposure to SuiteAnalytics Connect or similar data-connection layers is essential.
• Basic knowledge of programming concepts and troubleshooting techniques is advantageous.

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