NetSuite Customer Support Expert

2 weeks ago

Manila, National Capital Region, Philippines Atticus Advisory Solutions Inc Full time
About Atticus Advisory Solutions Inc

We are a leading provider of accounting automation solutions, revolutionizing the industry with our cutting-edge applications. Our mission is to empower accountants with intelligent, efficient, and reliable tools.

Job Overview

This role involves providing exceptional customer support to our clients experiencing issues with our NetSuite products. As a key member of our team, you will be responsible for resolving complex system challenges and ensuring seamless communication with clients.

Estimated Salary: $65,000 - $80,000 per year

This estimate is based on average salaries for similar positions in Mexico, South America, or the Philippines.

Key Responsibilities
  • Act as first point of contact for clients experiencing issues with NetSuite products, communicating clearly to identify root causes.
  • Collaborate with clients through email or phone/web calls to resolve problems effectively.
  • Utilize the Netgain knowledge base to answer client inquiries and provide accurate information.
  • Document client concerns and ticket resolutions thoroughly.
  • Maintain confidentiality and build trust with clients.
  • Test issues in dedicated playground accounts to verify potential causes.
  • Evaluate whether issues require advanced configuration and technical knowledge, escalating to other teams when necessary.
  • Follow up with clients to ensure problems are fully resolved.
  • Stay up-to-date with new Netgain product functionalities and support them accordingly.
  • Able to perform CSV import and identify errors to assist end-users.
  • Ensure system compliance with Netgain policies, procedures, and protocols for system standards, customizations, and changes.
Requirements
  • Minimum 3 years of experience in NetSuite administration or implementation.
  • Exceptional problem-solving and analytical skills within NetSuite.
  • Prior experience in tech support or a similar role.
  • Excellent communication and customer service skills.
  • In-depth knowledge of NetSuite architecture and willingness to learn Netgain's products embedded in NetSuite.
  • Fluent English language skills; Spanish fluency is a plus.
  • Ability to establish credibility and foster collaborative relationships across functional and geographically dispersed teams.
  • Understanding of NetSuite workflows and scheduled scripts preferred.
  • Working knowledge of GAAP and IFRS accounting guidelines preferred.

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