Frontline Support Analyst

Zone & Company Software Consulting LLC (“Zone”) is the ERP-native AI platform for financial operations, purpose-built for organizations running on Oracle NetSuite. We are redefining how finance teams operate by delivering an AI-powered system that automates, connects, and scales financial workflows directly within the ERP.

As the AI operating system for finance teams in NetSuite, Zone enables more than 4,500 customers worldwide to run smarter, faster, and with greater accuracy. Our platform spans the full financial lifecycle, including Quote-to-Cash, Procure-to-Pay, Treasury, Payroll Management, and Record-to-Report, eliminating manual processes and unlocking real-time financial intelligence.

By embedding intelligence directly into NetSuite, Zone helps finance teams move beyond reactive work to proactive, strategic impact. Learn more at www.zoneandco.com or follow us on LinkedIn: linkedin.com/company/zoneandco.

About the Job: 

The Frontline Support Analyst – Solution 7 is a customer-focused role responsible for delivering exceptional support to users of Solution 7, Zone & Co.’s Excel-based reporting and budgeting solution for NetSuite. Acting as a trusted advisor to finance and accounting professionals, this individual helps customers maximize the value of Solution 7 by supporting the creation of refreshable management reports, forecasts, and financial statements powered by live NetSuite data.

This role combines strong technical troubleshooting expertise with advanced Excel knowledge and a passion for customer success. The Frontline Support Analyst serves as a key point of contact for customers, ensuring timely issue resolution, minimizing business disruption, and providing a seamless support experience.

What You'll Do:

• Manage incoming technical support incidents, requests, and changes, ensuring each is prioritized effectively.


• Maintain a personal ticket queue, closing tickets promptly and meeting established service level agreements (SLAs).


• Communicate proactively with customers, providing updates on ticket status and ensuring transparency throughout the support process.


• Recognize when to escalate issues to Backline Support or other relevant teams for swift resolution of complex challenges.


• Acquire in-depth knowledge of Solution 7 and its integration with NetSuite via SuiteAnalytics Connect, continuously enhancing expertise to provide exceptional support across reporting, budgeting, and consolidation use cases.


• Take full ownership of support incidents, delivering consistent updates to customers and ensuring all issues are resolved satisfactorily.


• Utilize Zendesk and JIRA to meticulously document all client interactions, ensuring real-time updates and clear record-keeping.


• Engage in real-time client calls, representing the company with professionalism to effectively resolve technical incidents.


• Educate customers on product features, software updates, and best practices to optimize their use of the products.


• Assist customers with the installation, activation, configuration, and optimization of Solution 7 within their Excel and NetSuite environments, ensuring report templates and budget models align with their business needs.


• Collaborate with cross-functional teams to relay customer feedback and insights, contributing to product improvements and enhancements.


• Provide troubleshooting support for technical issues, utilizing strong analytical skills to identify root causes and deliver solutions.


• Develop and maintain support documentation, including FAQs and knowledge base articles, to empower customers and improve efficiency.


• Stay updated on industry trends and emerging technologies to provide informed support and advice to customers.


• Foster a positive and collaborative team environment, sharing insights and best practices with colleagues to enhance overall service quality.


• Participate in training and development programs to continuously improve technical skills and customer service abilities.


• Monitor ticket trends and customer feedback to identify areas for improvement in support processes and customer experiences.


• Conduct customer satisfaction surveys to gauge service effectiveness and identify opportunities for enhancement.


• Implement best practices for customer support, focusing on efficiency and effectiveness in all interactions.


• Assist in onboarding new customers, ensuring a smooth transition and positive experience as they start using the products.

What You'll Need:

• 3+ years of customer service expertise in a client-facing role.


• 1+ years of experience with NetSuite (financial modules in particular) and a background in technical support.


• Proficient in using Zendesk and JIRA for ticket management.


• Exceptional written and verbal communication skills.


• Friendly, confident, and professional demeanor.


• Commitment to continuous learning and personal development.


• Strong attention to detail and effective problem-solving abilities.


• Excellent time management and prioritization skills in a dynamic environment.


• Advanced Microsoft Excel proficiency, including complex formulas, pivot tables, and financial modeling; comfort with troubleshooting Excel add-ins is a plus.


• Understanding of accounting principles, with 2-3 years of relevant experience.


• Self-motivated, capable of working independently and collaboratively.


• Bachelor’s degree in business, finance, computer science, or a related field.


• Familiarity with NetSuite (particularly the General Ledger, financial reporting, and budgeting areas) and exposure to SuiteAnalytics Connect or similar data-connection layers is essential.


• Basic knowledge of programming concepts and troubleshooting techniques is advantageous.

Benefits

At Zone, we provide the platform; you provide the grit. We operate as a high-velocity, fully remote, global team where autonomy isn't just a perk, it’s the standard. We’re looking for self-driven professionals eager to navigate the complexities of a unique SaaS environment and take full command of their professional evolution.

We ditch micro-management for high-trust flexibility, ensuring you have the space to innovate and scale. Our benefits are built to fuel this lifestyle, supporting your life beyond the screen so you can focus on making a global impact. Explore our offerings at https://www.zoneandco.com/careers

Join Our Global Mission

Zone & Co is an Equal Opportunity Employer committed to building a diverse, equitable, and inclusive workplace. We thrive on unique perspectives and strongly encourage candidates of all backgrounds to apply. Here, your identity is valued, and your talent is the only limit to your growth. All qualified applicants will receive consideration regardless of race, color, religion, sex, orientation, age, disability, or any other protected factor.

Employment Terms

United States

Employment with Zone is “At-Will”, meaning either party may terminate the relationship at any time, with or without cause or notice, in accordance with applicable law. This job description does not constitute an employment contract or guarantee of continued employment. Duties and responsibilities may evolve as the company grows and may change at any time with or without notice.

Non-US Jurisdictions

This position is offered as a Fixed-Term or Permanent Contract based on your country of residence.  Employment is subject to a written contract which outlines specific notice periods, probationary terms, and statutory entitlements.

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