Frontline Support Analyst

Zone & Co is hiring a Frontline Support Analyst

About Zone & Co

Zone & Co is a leading provider of cloud-native software solutions built on the Oracle NetSuite platform. Our company is dedicated to serving finance and accounting professionals by offering a portfolio of innovative apps known as Zone Apps. These apps are specifically designed to simplify and automate critical financial data and workflows across various business entities.

As a Software-as-a-Service (SaaS) provider, we empower our 1,500+ customers worldwide to work smarter, faster, and more securely while maximizing the value of the Oracle NetSuite platform. Our comprehensive suite of solutions includes advanced billing and revenue recognition, robust reporting capabilities, accounts payable automation, streamlined payment processing, efficient reconciliations, and seamless approvals.

Learn more at www.zoneandco.com or follow us on LinkedIn: linkedin.com/company/zoneandco.

About the Role

You are the backbone in the support of our applications running on Netsuite.

You answer day-to-day questions from customers. When you have identified a possible improvement with a customer, you feed that back to the Product Owner and development team. You could be involved in the process of testing the new versions as well.

As a support specialist you will be responsible for dealing with our customers queries received by email or phone, although 95% of the time the queries are received online via our website. You will make sure to understand a question, respond in a timely manner and find the best solution for the customer.

Of course, there will be several ways in which you will be supported with these tasks, including NetSuite trainings, knowledge bases and your colleagues.

Main activities:

Provide support and Q&A to end-users

Dealing directly with customers’ requests, such as small customizations, reporting, training sessions

Escalating to the NetSuite support team in case of system bugs and problems that cannot be solved by the team

Assigning tasks to our technical team for queries that require a further development

Configuring the application for customers

Work from home is possible – we are remote first. English language is required.

About the applications: ZoneCapture & ZoneReconciliation

We have developed several add-ons to the NetSuite cloud ERP platform, used by more than 500 customers globally.

The main two apps that you will support are ZoneCapture and ZoneReconciliation (automated entry of bank transactions), but you will get the chance to support all of our Suiteapps.

ZoneCapture uses OCR (Abbyy FlexiCapture) to convert PDF vendor bills into meaningful data. That data is used to automate entry of vendor bills. The app includes e-invoicing as well.

Requirements

• You are satisfied when the customer is satisfied
• You are the type of person that will dig into a software problem and find a solution
• You’re comfortable reading a script log, reviewing error messages or checking a saved search formula
• You have some affinity with finance, as our software solutions are focused on automating financial processes
• You have a positive attitude. You patiently listen to our customers and address their needs
• You always find ways to make your life easier. By improving the way you do things or automating repetitive tasks

Benefits

Benefits at Zone are all about helping you lead a fulfilling life outside of work. We know work is only one part of your life, so we do everything we can to support it.

We offer fully paid parental leave. . All on top of fully-covered, top-tier health insurance, and unlimited vacation. We are 100% remote! See our full list.

EEO

Zone and Co is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.

We strongly encourage candidates of all different backgrounds and identities to apply. This is an opportunity for us to bring in a different perspective and we’re eager to further diversify our company. Zone & Co is committed to building an equitable, inclusive, and supportive place for you to do some of the greatest work of your career.

We’re excited to hear from you!

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