About the role
Key Responsibilities
- Provide first-level functional and application support for NetSuite users.
- Handle incidents, service requests, and user queries within SLA.
- Troubleshoot issues related to Financials, Order-to-Cash (O2C), Procure-to-Pay (P2P), CRM, and Inventory modules.
- Manage user accounts, roles, permissions, and access requests.
- Support CSV imports, basic Saved Searches, and standard reports.
- Assist users with NetSuite navigation and transaction-related issues.
- Escalate unresolved functional or technical issues to L2 support.
- Maintain ticket updates, documentation, and knowledge articles.
- Support release validation and post-deployment verification.
- Follow ITIL Incident, Problem, Change, and Request Management processes.
- Deliver excellent customer service while maintaining high customer satisfaction (CSAT).
- NetSuite Navigation
- User & Role Management
- Basic Saved Searches
- Reports & Dashboards
- CSV Import (Basic)
- Basic SuiteFlow understanding
- Ticketing tools (Jira, ServiceNow, Azure DevOps, ServiceHub)
- Financial Management
- Order-to-Cash (O2C)
- Procure-to-Pay (P2P)
- Inventory Management
- CRM Basics
- Bachelor's degree in Computer Science, IT, Engineering, or related field.
- 1–2 years of ERP/Application Support experience.
- Exposure to NetSuite ERP.
- NetSuite SuiteFoundation Certification (Good to Have).
- ITIL Foundation Certification (Good to Have).
- Excellent communication skills.
- Customer-focused mindset.
- Strong analytical and troubleshooting abilities.
- Willingness to work in EST to PST.