Remote NetSuite Frontline Support Analyst

Coinscapture; Philippines; Hybrid; PHP 400,000 - 800,000; Full time

Benefits offered by this job

Fully remote

Global team

Job summary

Zone & Co is seeking a Frontline Support Analyst to be the first point of contact for customer incidents and service requests. You will manage ticket queues, provide timely updates, and collaborate with backline teams to resolve issues in a SaaS ERP environment.

This remote, global role values strong communication, customer-first mindset, and the ability to work independently within a fast-paced SaaS company. A tech background and ERP experience are preferred.

Qualifications

• 3+ years of experience in technical support, helpdesk or customer-facing roles.
• Experience with NetSuite or other ERP systems preferred.
• Bachelor’s degree in IT, CS, Business or related field preferred.

Responsibilities

• Act as the first point of contact for technical support incidents, requests and changes.
• Own and manage your ticket queue with timely, high-quality resolutions.
• Provide clear, consistent updates throughout incident lifecycle.
• Escalate when needed and collaborate with Backline Support or other teams.
• Work with Zendesk and JIRA and maintain accurate ticket documentation.
• Represent the company confidently on client calls during escalations.
• Develop expertise in at least two core product lines at the Frontline level.

Skills

Customer service

Written communication

Verbal communication

Problem solving

Time management

Self-motivated

Education

Bachelor's degree in IT/CS/Business or related

Tools

NetSuite

Job description

Zone & Co is seeking a Frontline Support Analyst to be the first point of contact for customer incidents and service requests. You will manage ticket queues, provide timely updates, and collaborate with backline teams to resolve issues in a SaaS ERP environment.

This remote, global role values strong communication, customer-first mindset, and the ability to work independently within a fast-paced SaaS company. A tech background and ERP experience are preferred.