NetSuite Customer Support Specialist

NETGAIN CUSTOMER SUPPORT SPECIALIST

Company Description

Netgain Solutions, LLC stands at the forefront of revolutionizing accounting automation applications, streamlining processes to a level of unparalleled efficiency. Founded by former Big Four accountants with profound expertise in accounting and NetSuite, we intimately understand the complexities accountants face. Our mission is to empower accountants to perform their duties with heightened intelligence, proficiency, and efficiency. We're dedicated to simplifying, standardizing, and automating solutions, with an unwavering focus on controls and auditability. 

Position Summary

Permanent Remote Mexico, South America or Philippines

We are seeking a talented Customer Support Specialist to work remotely from Mexico, South America or the Philippines.  If you are a NetSuite expert with a knack for working with clients to solve their complex system challenges and issues, we want you on board!

Success will come from your ability to quickly and effectively triage customer issues with Netgain products via support tickets/cases, addressing and correcting those issues via email or customer phone consultations, or properly escalating support issues to the correct internal teams, while monitoring and ensuring proper and complete resolution of those support requests.

Primary Job Duties

• Act as first point of contact (Tier 1 support) for Netgain clients experiencing issues with Netgain products and who have logged a support case, communicating with customers clearly to quickly get to the root cause of their problem
• Communicate with customers either via email or phone/web call through a series of actions to resolve customers problem/issue
• Leverage the Netgain knowledge base to answer client questions
• Fully document client concerns and ticket resolutions
• Maintain client confidence by keeping their information confidential
• Recreate/test issues in dedicated playground accounts to verify potential causes
• Make judgement calls on whether issues require advanced configuration and technical knowledge, escalating to other teams, when needed
• Follow up with clients to ensure the problem is fully and properly resolved
• Learn and Support new Netgain product functionalities
• 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

Qualifications

• Minimum 3 years NetSuite administration or implementation experience
• Outstanding problem solving and analytical skills within NetSuite
• Prior experience in tech support or a similar role
• Exceptional communication, and customer service skills
• In-depth knowledge of NetSuite architecture and willingness to learn Netgain's products embedded in NetSuite
• Exceptional oral and written communications skills in English, fluency in Spanish is also a plus
• Ability to establish credibility & 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