Support Consultant

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

Benefits

Aside from joining an exceptional team that truly embodies our core values — Customer Focus, Quality, Innovation, Ownership, and Integrity — here are some of the benefits you will enjoy as a Next Technik team member:

• Health, dental, and vision insurance
  • Effective your first day of employment
  • Ample health and dental programs from which to choose
• Generous PTO, as well as 9 paid holidays
• Life and AD&D insurance
• Opportunity for remote or hybrid work scenario
• 401k + percentage company match
• Numerous other optional benefits