Frontline Support Analyst

About Zone & Co.

Zone & Company Software Consulting LLC (“Zone”) is the ERP-native AI platform for financial operations, purpose-built for organizations running on Oracle NetSuite. We are redefining how finance teams operate by delivering an AI-powered system that automates, connects, and scales financial workflows directly within the ERP.

As the AI operating system for finance teams in NetSuite, Zone enables more than 4,500 customers worldwide to run smarter, faster, and with greater accuracy. Our platform spans the full financial lifecycle, including Quote-to-Cash, Procure-to-Pay, Treasury, Payroll Management, and Record-to-Report, eliminating manual processes and unlocking real-time financial intelligence.

By embedding intelligence directly into NetSuite, Zone helps finance teams move beyond reactive work to proactive, strategic impact. Learn more at www.zoneandco.com or follow us on LinkedIn: linkedin.com/company/zoneandco.

About the Job: 

The Frontline Support Analyst – Solution 7 is a customer-focused role responsible for delivering exceptional support to users of Solution 7, Zone & Co.’s Excel-based reporting and budgeting solution for NetSuite. Acting as a trusted advisor to finance and accounting professionals, this individual helps customers maximize the value of Solution 7 by supporting the creation of refreshable management reports, forecasts, and financial statements powered by live NetSuite data.

This role combines strong technical troubleshooting expertise with advanced Excel knowledge and a passion for customer success. The Frontline Support Analyst serves as a key point of contact for customers, ensuring timely issue resolution, minimizing business disruption, and providing a seamless support experience.

What You'll Do:

• Manage incoming technical support incidents, requests, and changes, ensuring each is prioritized effectively.
• Maintain a personal ticket queue, closing tickets promptly and meeting established service level agreements (SLAs).
• Communicate proactively with customers, providing updates on ticket status and ensuring transparency throughout the support process.
• Recognize when to escalate issues to Backline Support or other relevant teams for swift resolution of complex challenges.
• Acquire in-depth knowledge of Solution 7 and its integration with NetSuite via SuiteAnalytics Connect, continuously enhancing expertise to provide exceptional support across reporting, budgeting, and consolidation use cases.
• Take full ownership of support incidents, delivering consistent updates to customers and ensuring all issues are resolved satisfactorily.
• Utilize Zendesk and JIRA to meticulously document all client interactions, ensuring real-time updates and clear record-keeping.
• Engage in real-time client calls, representing the company with professionalism to effectively resolve technical incidents.
• Educate customers on product features, software updates, and best practices to optimize their use of the products.
• Assist customers with the installation, activation, configuration, and optimization of Solution 7 within their Excel and NetSuite environments, ensuring report templates and budget models align with their business needs.
• Collaborate with cross-functional teams to relay customer feedback and insights, contributing to product improvements and enhancements.
• Provide troubleshooting support for technical issues, utilizing strong analytical skills to identify root causes and deliver solutions.
• Develop and maintain support documentation, including FAQs and knowledge base articles, to empower customers and improve efficiency.
• Stay updated on industry trends and emerging technologies to provide informed support and advice to customers.
• Foster a positive and collaborative team environment, sharing insights and best practices with colleagues to enhance overall service quality.
• Participate in training and development programs to continuously improve technical skills and customer service abilities.
• Monitor ticket trends and customer feedback to identify areas for improvement in support processes and customer experiences.
• Conduct customer satisfaction surveys to gauge service effectiveness and identify opportunities for enhancement.
• Implement best practices for customer support, focusing on efficiency and effectiveness in all interactions.
• Assist in onboarding new customers, ensuring a smooth transition and positive experience as they start using the products.

What You'll Need:

• 3+ years of customer service expertise in a client-facing role.
• 1+ years of experience with NetSuite (financial modules in particular) and a background in technical support.
• Proficient in using Zendesk and JIRA for ticket management.
• Exceptional written and verbal communication skills.
• Friendly, confident, and professional demeanor.
• Commitment to continuous learning and personal development.
• Strong attention to detail and effective problem-solving abilities.
• Excellent time management and prioritization skills in a dynamic environment.
• Advanced Microsoft Excel proficiency, including complex formulas, pivot tables, and financial modeling; comfort with troubleshooting Excel add-ins is a plus.
• Understanding of accounting principles, with 2-3 years of relevant experience.
• Self-motivated, capable of working independently and collaboratively.
• Bachelor’s degree in business, finance, computer science, or a related field.
• Familiarity with NetSuite (particularly the General Ledger, financial reporting, and budgeting areas) and exposure to SuiteAnalytics Connect or similar data-connection layers is essential.
• Basic knowledge of programming concepts and troubleshooting techniques is advantageous.

Benefits