Support Case Coordinator

NetSuite Support Case Coordinator 

Distributed, USE (Jacksonville, FL), USW (Highlands Ranch, CO) 

We exist to transform our customers and change lives 

Who We’re Looking For

The NetSuite Support Case Coordinator distributed role is responsible for reviewing and ensuring timely and accurate updates are provided to Customers on open and aging support cases. This role requires excellent analytical, communication and organization skills and will work directly with the NetSuite Services and Customer Success and Support teams to provide updates and support, as well as proactively identify and help mitigate potential retention risks.  This is a great opportunity to step into RF-SMART and potentially grow into a consultant. 

What You’ll Do:

•  Review support cases daily and work with Support team to ensure timely communication with Customers 


•  Communicate as needed with Business Analysts and Customers to facilitate case resolution. Assist with scheduling of meetings between customers and support team 


•  Assist with data gathering and running of reports that will aid Support management presentations and daily/monthly KPI tracking 


•  Coordinate with Support leadership to reach to customers as needed for mass communication efforts 


•  Upload customer webinars to the Knowledge Base 


•  Support Knowledge Base efforts by looking at case data and compiling list of targeted new topics 


•  Monitor base product release alerts and manage communication with customers waiting on the newly released functionality 


• Assist with communication and coordination of efforts to schedule updates of customers’ software bundles 


•  Identify areas for improvement being innovative to introduce ideas into the process that can impact results 

What You Bring:

• Associates degree in a related field or equivalent work experience 


• Ability to triage Level 1 Customer escalations 


• 1 year of work experience with professional services and implementation processes preferred 


• ERP and functional systems experience preferred
   

Job Knowledge, Skills and Abilities: 

• Excellent written and verbal communication skills 


• Excellent presentation skills 


• Customer satisfaction driven 


• Advanced Word, Excel, PowerPoint, Microsoft Project skills 


• Working knowledge of OpenAir, NetSuite, SmartSheet and JIRA 


• Ability to work, collaborate and build strong, credible relationship cross-departmentally 

Why You’ll Love It Here: Working at RF-SMART means joining a culture that values growth, collaboration, and innovation. As a Netsuite Support Case Coordinator, you'll work alongside a passionate team dedicated to making a difference—both for our customers and our employees.

Employer does not sponsor applicants for employment visa status (e.g. H-1B visa status).

General Information:  The above noted job description is not intended to be an exhaustive list of all duties and responsibilities that may be assigned, but rather to give a general sense of the responsibilities and expectations of the job. As the nature of business demands change so, too, may the essential functions of this specific position and/or the skills and abilities required. RF-SMART is an Equal Employment Opportunity (EEO) employer.

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