Frontline Support Analyst (NetSuite)

Location: Remote from the Philippines

Company

Zone & Co provides an ERP-native AI platform for financial operations within Oracle NetSuite, supporting more than 4,500 customers across financial workflows.

What you will do

• Act as the first point of contact for technical support incidents, requests, and changes.
• Own the ticket queue and deliver timely, high-quality resolutions within agreed service levels.
• Provide customers with clear and consistent updates throughout each incident lifecycle.
• Identify escalation needs and collaborate with Backline Support and other teams.
• Maintain accurate, real-time documentation in Zendesk and JIRA.
• Represent the company on client calls and build expertise in at least two core product lines.

Requirements

• 3+ years of experience in technical support, helpdesk, or customer-facing support.
• Experience with NetSuite or another ERP system is preferred.
• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field is preferred; relevant certifications or equivalent experience are also considered.
• Strong customer service, written and verbal communication, problem-solving, attention to detail, time management, and prioritization skills.
• Ability to work independently and collaboratively with a professional, confident approach.

Culture & Benefits

• Fully remote work within a global team.
• High-trust flexibility with autonomy and no micro-management.
• Support for professional growth and ownership of career development.
• Fixed-term or permanent contract based on the country of residence outside the United States.