Frontline Support Analyst

Zone & Co; United States; Remote; USD 50,000 - 80,000; Full time

Benefits offered by this job

Fully remote

Job summary

Zone Company Software Consulting LLC is hiring a Frontline Support Analyst to be the first point of contact for customers, delivering proactive, professional support and maintaining high service levels. You will handle incidents, manage tickets, and collaborate with Backline Support to ensure swift resolutions.

The role requires ERP experience (NetSuite preferred), a customer-first mindset, and strong communication skills. This fully remote, global team values autonomy and customer success.

Qualifications

• 3+ years in technical support or customer-facing roles.
• Experience with NetSuite or another ERP system preferred.
• Bachelor’s degree in Information Technology, Computer Science, or Business (or related field).
• Relevant certifications or equivalent work experience will be considered.
• Outstanding customer service with a customer-first mindset.
• Strong written and verbal communication skills.

Responsibilities

• Act as the first point of contact for incoming technical support incidents, requests, and changes.
• Own and manage your ticket queue, ensuring timely and high-quality resolution.
• Keep customers informed with clear, consistent updates throughout the lifecycle of each incident.
• Identify when escalation is needed and collaborate with Backline Support or other teams for swift resolution.
• Work efficiently in Zendesk and JIRA, maintaining accurate and real-time ticket documentation.
• Represent the company confidently on client calls, particularly during escalations.
• Develop expertise in at least two core product lines at the Frontline level.

Skills

Customer service

Communication skills

Problem-solving

Time management

Team collaboration

Education

Bachelor’s degree in IT/CS/Business

Tools

Zendesk

JIRA

ERP systems (NetSuite)

Job description

Zone Company Software Consulting LLC (“Zone”) is the ERP-native AI platform for financial operations, purpose-built for organizations running on Oracle NetSuite. We are redefining how finance teams operate by delivering an AI-powered system that automates, connects, and scales financial workflows directly within the ERP.

As the AI operating system for finance teams in NetSuite, Zone enables more than 4,500 customers worldwide to run smarter, faster, and with greater accuracy. Our platform spans the full financial lifecycle, including Quote-to-Cash, Procure-to-Pay, Treasury, Payroll Management, and Record-to-Report, eliminating manual processes and unlocking real-time financial intelligence.

By embedding intelligence directly into NetSuite, Zone helps finance teams move beyond reactive work to proactive, strategic impact. Learn more at www.zoneandco.com or follow us on LinkedIn: linkedin.com/company/zoneandco.

About the Job:

As a Frontline Support Analyst, you’ll be the first point of contact for our customers, playing a critical role in delivering an exceptional support experience. You’ll ensure every interaction is professional, proactive, and solution-focused, minimizing business impact and meeting agreed service levels every time. This is an opportunity to join a collaborative team where your communication skills, technical curiosity, and commitment to customer success truly make a difference.

What You’ll Do:

• Act as the first point of contact for incoming technical support incidents, requests, and changes
• Own and manage your ticket queue, ensuring timely and high-quality resolution
• Keep customers informed with clear, consistent updates throughout the lifecycle of each incident
• Identify when escalation is needed and collaborate with Backline Support or other teams for swift resolution
• Work efficiently in Zendesk and JIRA, maintaining accurate and real-time ticket documentation
• Represent the company confidently on client calls, particularly during escalations
• Develop expertise in at least two core product lines at the Frontline level

What You’ll Need:

• 3+ years of experience in a technical support, helpdesk, or customer-facing support role
• Experience with NetSuite or another ERP system (preferred)
• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field preferred
• Relevant certifications or equivalent work experience will also be considered
• Outstanding customer service skills with a customer-first mindset
• Strong written and verbal communication skills
• Friendly, confident, and professional approach
• Excellent attention to detail with strong problem-solving abilities
• Effective time management and prioritization skills
• Self-motivated with the ability to work independently and collaboratively

Benefits

At Zone, we provide the platform; you provide the grit. We operate as a high-velocity, fully remote, global team where autonomy isn't just a perk, it’s the standard. We’re looking for self-driven professionals eag