Address
Form of workCustomer Support Analyst
US East Office (Jacksonville, FL)
US West Office (Denver, CO)
or
Remote
We exist to transform our customers and change lives
Summary:
The Customer Support Analyst will be responsible for troubleshooting complex issues within implementations of the RF-SMART data collection software application for the NetSuite ERP system. With a broad understanding of general warehouse operations, best practices and business processes, the Analyst will resolve post-sales customer inquiries via phone and electronic means with the help of our support developers to resolve the issues within our product lines and the ERP.
Your focus is to be a front-line customer contact point and provide first level Customer Support including problem resolution. You will use documentation, internal resources, web resources, testing, etc. to triage and troubleshoot issues. In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, setup, support entitlements and validation, shipping inquiries, electronic support diagnosis and troubleshooting, and product availability with occasional opportunities to assist our Customer Success team.
Essential Duties and Responsibilities:
- Learn specific product areas within our core technologies and/or applications, develop advanced troubleshooting and diagnostic skills, and gain exposure to our products’ underlying technologies
- Troubleshoot and liaise with development team to help resolve complex product and ERP software issues
- Work effectively with staff members and executives at all levels within a customer’s organizations
- Be comfortable as primary contact to provide product information and best practice solutions
- Share knowledge and train internal Support personal on ERP topics and standard warehouse processes
- Communicate suggested enhancements to development teams
- Provide exceptional customer service via phone and email as appropriate
- Perform user administrative duties
- Respond to, document, and resolve service tickets in a timely manner
- Learn new product releases and business processes as necessary
- Support may be delivered via electronic channels (web calls, e-mail, etc.) or phone. You will be the point of contact for customers, triaging and documenting their requests
- Uses discretion to effect timely solution of problems to ensure customer satisfaction and eliminate downtime
Education and Experience:
- Bachelor’s degree in supply chain related discipline is preferred; other business management disciplines considered or equivalent combination of education and experience.
- Warehouse operational experience desirable
- Working knowledge of an ERP supply chain or warehouse management software solution desirable. Experience with NetSuite would be an advantage
- Prior technical troubleshooting experience is preferred
- Experience working in Customer Support is a plus
- Good written and verbal communication skills
- Quick learner with ability to adapt to a changing environment
- Excellent presentation skills (Web Demo experience desirable).
- Self-motivated and proactive with ability to work on multiple projects independently
- Ability to prioritize and stay organized, think critically and problem solve
- Works well individually and collaboratively with team members
- Prior technical troubleshooting experience is preferred
- Occasional Travel may be required (less than 10%)
- Understanding of mobile devices highly desired
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 personnel so classified 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.
#LI-JB1
#LI-Remote
