Customer Support Consultant

Customer Support Consultant

US East/US West Hybrid preferred, will consider US-distributed

We exist to transform our customers and change lives.

Who We're Looking For:

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.

What You'll Do:

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

It's Utilize AI tools to assist in troubleshooting customer issues, accelerating root cause analysis and delivering accurate, reliable solutions.

What You'll Bring:

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.

Employer does not sponsor applicants for employment visa status (e.g. H-1B visa status).

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.

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