Remote NetSuite Support Specialist

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 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.