Support Analyst - TAFE Students Preferred null

SUMMARY

As a Support Analyst, you will play a crucial role in supporting and implementing our NetSuite products (SuiteApps). Working closely with the solutions team, you will be responsible for delivering successful implementations and providing ongoing support to clients.

MAIN DUTIES/RESPONSIBILITIES: 

• Responding to emails, phone calls and support tickets from clients.
• Provide 1st level support for our SuiteApps, promptly addressing user inquiries and issues.
• Resolve escalated SuiteApp issues directly as 2nd-level support, leveraging your expertise and knowledge of the system.
• Escalate issues to 3rd-level support, where appropriate.
• Collaborate with the applications team to execute implementation tasks, ensuring seamless adoption of the solution by our clients.
• Document implementation processes, best practices, and user guidelines for future reference.
• Communicate effectively with clients and internal teams, both verbally and in written form, to provide updates, gather requirements, and address concerns.
• Continuously enhance your knowledge of wholesale/distribution and retail industries to better serve our clients.

SKILLS & EXPERIENCE 

Qualifications:  

• Relevant tertiary education, or equivalent work experience, in Computer Science, Business Systems, Information Systems and/or Software / Web Development

Experience:

• IT customer service experience is desirable.
• ERP or WMS experience is highly desirable.

Skills:

• Technically literate. Keen interest in software development/technology.
• Excellent verbal and written communication skills to effectively interact with clients and internal stakeholders.
• Ability to communicate technical information to non-technical audiences.
• Some coding/scripting experience. e.g. JavaScript, HTML
• Strong documentation and testing skills, with meticulous attention to detail.
• Exceptional problem-solving abilities to identify and resolve implementation issues efficiently.

PERFORMANCE GOALS: 

• Work with the rest of the team to deliver high-quality projects within the defined timeline and budget.
• Provide exceptional customer service and support, surpassing client expectations.
• Continuously seek opportunities to enhance internal processes and contribute to the overall success of the team.