Partner Enablement Support Specialist

Primary Job Duties

• Act as first point of contact (Tier 1 support) for the client's partners experiencing issues with the products and who have logged a support case, communicating with partners clearly to quickly get to the root cause of their problem.
• Communicate with partners either via email or phone/web call through a series of actions to resolve partners' problem/issue.
• Leverage the client's knowledge base to answer questions.
• Assist with the creating, updating, and maintaining of knowledge base articles to improve team resources and partner experience.
• Fully document partners concerns and ticket resolutions.
• Maintain partners 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 partners to ensure the problem is fully and properly resolved.
• Learn and support new the client's product functionalities.
• Ensure system compliance with the client's policies, procedures and protocols for system standards, customizations, and changes
• Participate in special projects as needed.

Qualifications

• 3-5 yrs hands-on experience in configuration and/or administration of NetSuite.
• Accounting/Finance/Business background required, CPA is a plus.
• Exceptional oral and written communications skills in English, fluency in Spanish is a plus.
• Ability to establish credibility & foster collaborative relationships across functional and geographically dispersed teams.
• Understanding of NetSuite workflows and schedules scripts preferred.
• Working knowledge of GAAP and IFRS accounting guidelines preferred.
• Strong problem-solving and analytical abilities.
• Exceptional customer service skills.
• Ability to work independently and manage workload to meet deadlines.