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