Support Consultant

ANZ / North America

Last updated: 16 October 2020

Are you a Support Consultant?

The primary responsibility of the Support Consultant is to work closely with customers, consultants and the product development team to provide technical solutions for issues and product defects.

Position Title: Support Consultant
Department: ANZ / North America
Position Reports Role: Services Delivery Manager

Goals

  • Customer happiness & engagement measures, including response times and problem resolution
  • Taking ownership of customer issues reported, and seeing problems through to resolution

Responsibilities

  • First line technical customer product support
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
  • Software deployment consulting support
  • Data cleansing, conversion and importing
  • System customisations via JSON, NetSuite SuiteAnalytics, Advanced PDF, Saved Searches, Report Writing and SuiteBuilder
  • Finding, replicating and accessing impact of product problems and defects
  • Co-ordinate release and upgrade schedule with product development, service delivery, partners, and customers
  • Product development, documentation, upgrades, patches and release notes
  • Maintain customer portal for FAQ, solutions and product updates
  • Track and manage customer reported issues via a case management system, adhering to best practices
  • Assist with Product QA and provisioning as required

Required Experience/Skills

  • NetSuite Support, Systems implementation or administration experience
  • Working knowledge of JSON
  • Ideally 3+ years of experience providing technical support for enterprise software applications (SaaS, Oracle, SAP, NetSuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft etc)
  • Experience working on projects with multiple stakeholders

Role Grades

Associate:

  • Experience level, 0-1 years supporting Next Technik products
  • Entry level role, require significant training and support
  • Will only engage with customer face-to-face with supervision, or for case triage and simple solutions

Consultant:

  • Experience level, 1-3 years supporting Next Technik products
  • Requires some level of support and supervision
  • Confidently conducts face-to-face customer engagements without supervision
  • Intermediate level of skills in NetSuite and Next Technik Configuration

Senior:

  • Experience level, 3-5 years supporting Next Technik products
  • Expert level of skills in NetSuite and Next Technik Configuration
  • Can operate completely unsupervised
  • Can effectively manage multiple deadlines and complete them accordingly
  • Mentors and trains Consultant positions
  • Assists deployment projects from time to time
  • Undertakes major existing customer optimisation projects, as per a statement of works with delivery schedule

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