Remote NetSuite Support Analyst

Zone & Co; Philippines; On-site; PHP 3,077,000 - 4,923,000; Full time

Benefits offered by this job

Fully remote

Job summary

Zone & Co is a fully remote, global SaaS employer offering an AI-powered ERP platform for finance teams. We seek a Frontline Support Analyst to be the first contact for customers, handling incidents, managing tickets, and delivering proactive updates with a customer-first mindset.

You will escalate when needed and collaborate with Backline Support while building expertise across core product lines, contributing to a high-trust, high-velocity remote team.

Qualifications

• 3+ years in a technical support, helpdesk or customer-facing role.
• Experience with NetSuite or another ERP system is preferred.
• Bachelor’s degree in a related field is preferred.
• Certifications or equivalent experience will be considered.
• Strong customer service, written and verbal communication.

Responsibilities

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

Skills

Customer service

Communication skills

Time management

Problem solving

Self-motivation

Education

Bachelor's degree in IT/CS/Business

Tools

Zendesk

JIRA

Job description

Zone & Co is a fully remote, global SaaS employer offering an AI-powered ERP platform for finance teams. We seek a Frontline Support Analyst to be the first contact for customers, handling incidents, managing tickets, and delivering proactive updates with a customer-first mindset.

You will escalate when needed and collaborate with Backline Support while building expertise across core product lines, contributing to a high-trust, high-velocity remote team.