Frontline Support Analyst New Philippines

Zone & Co; Friendly (MD); Remote; USD 55,000 - 75,000; Full time

Job summary

A leading SaaS company seeks a Frontline Support Analyst to provide exceptional technical support for their innovative software products. The role involves managing support tickets, collaborating with internal teams, and ensuring customer success through effective communication and problem resolution. Join a dynamic team dedicated to enhancing client experiences and driving product improvements in a fully remote environment.

Benefits

Flexible work hours

Comprehensive benefits

Continuous learning opportunities

Qualifications

• Minimum of 3 years of experience in a technical support role, preferably with NetSuite.
• Full NetSuite certification or currently pursuing certification.
• Understanding of accounting principles with 2–3 years of relevant experience.

Responsibilities

• Manage incoming technical support tickets with urgency and accuracy.
• Provide ERP support with a focus on NetSuite configuration.
• Participate in customer onboarding and training.

Skills

Problem Solving

Communication

Customer Success

Education

Bachelor’s degree in business, finance, computer science, or a related field

Tools

Zendesk

JIRA

Job description

Zone & Co is a leading SaaS company committed to freeing finance teams from the limitations of clunky, disparate systems and manual processes. Our rapidly growing portfolio of solutions is built on the oracle NetSuite platform (the leading cloud-based ERP software platform) and offers advanced automation and integration solutions to a wide spectrum of business-critical functions, including complex billing & revenue recognition, to off-the-shelf advanced reporting, Payroll, AP automation, payments, reconciliations, approvals and more.

Zone helps over 3,000 companies worldwide work smarter, faster and more securely, whilst maximizing platform value. We do this with a growing innovation-minded team of over two hundred folks, based across North America, Europe and Asia Pacific.

Our journey has only just begun and we are excited to welcome talented individuals looking to grow alongside us. If this sounds interesting to you, we’d love to hear from you!

Zone & Co is looking for aFrontline Support Analyst to serve as the primary point of contact for customers using our innovative software products. In this role, you'll provide exceptional technical support, helping clients navigate integrations, resolve issues, and optimize their experience with our solutions. You’ll be instrumental in minimizing business impact through quick issue resolution, proactive communication, and a deep understanding of customer needs. You'll also collaborate with internal teams to provide feedback that drives ongoing product improvements. This is a client-facing position requiring strong problem-solving skills, ERP knowledge (especially NetSuite), and a passion for customer success.

Responsibilities

Manage incoming technical support tickets, requests, and changes with urgency and accuracy.

Own a personal support queue and ensure timely resolution aligned with SLAs.

Communicate proactively with customers to provide updates and ensure transparency.

Escalate complex issues to Backline Support or other internal teams when necessary.

Gain deep product expertise in at least two core Zone & Co product lines.

Handle the full lifecycle of a support incident, from initiation to resolution.

Maintain accurate ticket records in Zendesk and JIRA.

Conduct real-time client calls to resolve technical issues professionally.

Provide ERP support, with a focus on NetSuite configuration, optimization, and best practices.

Create support documentation including knowledge base articles and FAQs.

Collaborate cross-functionally to share customer insights and contribute to product enhancements.

Stay current with software updates, industry trends, and emerging technologies.

Identify and recommend process improvements based on ticket trends and customer feedback.

Participate in customer onboarding and training to ensure a smooth implementation experience.

Support continuous improvement by engaging in training and mentoring activities.

Uphold Zone & Co’s core values, policies, and culture in all customer interactions.

Responsibilities

• Manage incoming technical support tickets, requests, and changes with urgency and accuracy.

• Own a personal support queue and ensure timely resolution aligned with SLAs.

• Communicate proactively with customers to provide updates and ensure transparency.

• Escalate complex issues to Backline Support or other internal teams when necessary.

• Gain deep product expertise in at least two core Zone & Co product lines.

• Handle the full lifecycle of a support incident, from initiation to resolution.

• Maintain accurate ticket records in Zendesk and JIRA.

• Conduct real-time client calls to resolve technical issues professionally.

• Provide ERP support, with a focus on NetSuite configuration, optimization, and best practices.

• Create support documentation including knowledge base articles and FAQs.

• Collaborate cross-functionally to share customer insights and contribute to product enhancements.

• Stay current with software updates, industry trends, and emerging technologies.

• Identify and recommend process improvements based on ticket trends and customer feedback.

• Participate in customer onboarding and training to ensure a smooth implementation experience.

• Support continuous improvement by engaging in training and mentoring activities.

• Uphold Zone & Co’s core values, policies, and culture in all customer interactions.

Qualifications

• Minimum of 3 years of experience in a technical support role, preferably with NetSuite.

• Proficiency in Zendesk and JIRA for support ticket management.

• Strong written and verbal communication skills.

• Friendly, confident, and professional client-facing demeanor.

• Full NetSuite certification (including SuiteFoundation) or currently pursuing certification.

• Understanding of accounting principles, supported by 2–3 years of relevant experience.

• Bachelor’s degree in business, finance, computer science, or a related field.

• Ability to manage multiple priorities in a fast-paced environment.

• Detail-oriented, with excellent analytical and problem-solving skills.

• Self-driven with the ability to work independently and collaboratively.

• Familiarity with ERP systems—particularly NetSuite—is essential.

• Basic knowledge of programming concepts and troubleshooting is a plus.

• Commitment to continuous learning and a growth mindset

Benefits

At Zone, our benefits are designed to enrich your life beyond the workplace. Recognizing that work is just a fraction of your overall life experience, we are dedicated to providing robust support. As a fully remote company, we prioritize flexibility and balance. Explore our comprehensive list of benefits atZoneandco.com .

Zone and Co is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.

We strongly encourage candidates of all different backgrounds and identities to apply. This is an opportunity for us to bring in a different perspective and we’re eager to further diversify our company. Zone & Co is committed to building an equitable, inclusive, and supportive place for you to do some of the greatest work of your career.

#LI-Remote

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