Customer Support Consultant

Rf Smart; Jacksonville (FL); On-site; USD 52,000 - 76,000; Full time

Job summary

RF-SMART is seeking a Customer Support Analyst to troubleshoot post-sales issues in NetSuite ERP environments and guide customers through product configurations and shipping inquiries.

The role requires strong communication, a background in ERP or warehouse management systems, and the ability to work across teams. Travel is limited, and the position supports a hybrid setup across US locations.

Qualifications

• Bachelor’s degree in supply chain related discipline preferred.
• Experience with ERP supply chain or warehouse management software desirable (NetSuite a plus).
• Prior technical troubleshooting experience preferred.
• Experience in customer support is a plus.
• Strong written and verbal communication skills.
• Able to learn quickly in a changing environment.

Responsibilities

• Provide first level customer support via phone and email.
• Triage and troubleshoot issues with documentation and internal resources.
• Coordinate with development teams to resolve complex product/ERP issues.
• Explain product information and best practices to customers.
• Train internal staff on ERP topics and warehouse processes.
• Document and resolve service tickets in a timely manner.
• Learn new product releases and business processes as needed.

Skills

Communication skills

Troubleshooting

Customer support

Mobile devices

Prioritization

Education

Bachelor’s degree related to supply chain

Tools

NetSuite

Job description

US East/US West Hybrid preferred, will consider US-distributed

We exist to transform our customers and change lives.

Who We're Looking For:

The Customer Support Analyst will be responsible for troubleshooting complex issues within implementations of the RF-SMART data collection software application for the NetSuite ERP system. With a broad understanding of general warehouse operations, best practices and business processes, the Analyst will resolve post-sales customer inquiries via phone and electronic means with the help of our support developers to resolve the issues within our product lines and the ERP.

Your focus is to be a front-line customer contact point and provide first level customer support including problem resolution. You will use documentation, internal resources, web resources, testing, etc. to triage and troubleshoot issues. In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, setup, support entitlements and validation, shipping inquiries, electronic support diagnosis and troubleshooting, and product availability with occasional opportunities to assist our Customer Success team.

What You'll Do:

• Learn specific product areas within our core technologies and/or applications, develop advanced troubleshooting and diagnostic skills, and gain exposure to our products’ underlying technologies
• Troubleshoot and liaise with development team to help resolve complex product and ERP software issues
• Work effectively with staff members and executives at all levels within a customer’s organizations
• Be comfortable as primary contact to provide product information and best practice solutions
• Share knowledge and train internal Support personal on ERP topics and standard warehouse processes
• Communicate suggested enhancements to development teams
• Provide exceptional customer service via phone and email as appropriate
• Respond to, document, and resolve service tickets in a timely manner
• Learn new product releases and business processes as necessary
• Support may be delivered via electronic channels (web calls, e-mail, etc.) or phone. You will be the point of contact for customers, triaging and documenting their requests
• Uses discretion to effect timely solution of problems to ensure customer satisfaction and eliminate downtime
• It's Utilize AI tools to assist in troubleshooting customer issues, accelerating root cause analysis and delivering accurate, reliable solutions.

What You'll Bring:

• Bachelor’s degree in supply chain related discipline is preferred; other business management disciplines considered or equivalent combination of education and experience.
• Working knowledge of an ERP supply chain or warehouse management software solution desirable. Experience with NetSuite would be an advantage
• Prior technical troubleshooting experience is preferred
• Experience working in Customer Support is a plus
• Good written and verbal communication skills
• Quick learner with ability to adapt to a changing environment
• Self-motivated and proactive with ability to work on multiple projects independently
• Ability to prioritize and stay organized, think critically and problem solve
• Works well individually and collaboratively with team members
• Prior technical troubleshooting experience is preferred
• Occasional Travel may be required (less than 10%)
• Understanding of mobile devices highly desired

General Information:

The above noted job description is not intended to be an exhaustive list of all duties and responsibilities that may be assigned, but rather to give personnel so classified a general sense of the responsibilities and expectations of the job. As the nature of business demands change so, too, may the essential functions of this specific position and/or the skills and abilities required.

Employer does not sponsor applicants for employment visa status (e.g. H-1B visa status).

General Information: The above noted job description is not intended to be an exhaustive list of all duties and responsibilities that may be assigned but rather to give personnel so classified a general sense of the responsibilities and expectations of the job. As the nature of business demands change so, too, may the essential functions of this specific position and/or the skills and abilities required. RF-SMART is an Equal Employment Opportunity (EEO) employer.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in RF-SMART’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.