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. A Word From Our CEO - Watch Now