Support Consultant Remote
Job description
Next Technik is a NetSuite SuiteCloud Development (SDN) partner with operations in Australia, North America, and the United Kingdom. Our native-built application for NetSuite (BFN) is "NextService" and enables customer engagement through Field Mobility. NextService is distributed around the world through multiple channels of distribution and is the recommended Field Service Management product for NetSuite/Oracle. Check us out at http://www.nexttechnik.com for additional company information.
Because we are a growing global company, we are now looking for a Support Consultant to join the team! This person will be working remotely, but should be located in the UK.
Overview:
Support Consultants are here to help our customers. The primary responsibility of the Support Consultant is to work closely with customers, consultants and other team members to provide technical solutions for issues and product defects.
Responsibilities of this position:
- Provide first-line technical customer support.
- Research, diagnose, troubleshoot and identify solutions to resolve issues with the product.
- Track and manage customer reported issues via a case management system adhering to best practices.
- Prioritize your workload and proactively work with Customer Experience leadership to ensure the best experience for our customers.
- Implement quality solutions following NextTechnik and industry best practices, and test every solution thoroughly.
- Demonstrate to and train customers on the correct use of the product and ensure the customer gains a good understanding of how our product functions.
- Diagnose issues with the product via JSON, NetSuite SuiteAnalytics, Advanced PDF, Saved Searches, Report Writing and SuiteBuilder.
- Find, replicate and assess the impact of product problems and defects.
- Coordinate release and upgrade schedule with product development, service delivery, partners and customers.
- Work closely with our Product team to understand product development, documentation, upgrades, patches and release notes.
- Other duties as assigned.
Experience/Skills needed to be successful:
- NetSuite Support, Systems implementation or administration experience.
- Working knowledge of JSON.
- 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.
- Strong empathy for customers and a passion for revenue and growth.
- Excellent communication and presentation skills.
- Relevant Bachelor's degree or equivalent experience in customer support, customer service, or technical support.
Why Next Technik?
- We are expandingly internationally and have some exciting career opportunities to show for it.
- We are a fast-paced company that truly believes in collaboration, teamwork, and clear, transparent communication.
- It's all about the customer and employee experience!
If you have a passion for technology, are looking for a new challenge in a rapidly growing business, and enjoy working closely with customers to implement, document, configure, train, customise and support then we are the team for you! We look forward to reviewing your resume/CV.
