At a Glance
- Tasks: Deliver exceptional support to users of our Excel-based reporting solution.
- Company: Join Zone & Co., a leader in AI-powered financial operations.
- Benefits: Enjoy remote work, flexible hours, and a supportive team culture.
- Other info: Be part of a diverse team committed to innovation and growth.
- Why this job: Make a real impact by helping finance teams optimise their workflows.
- Qualifications: Customer service experience and advanced Excel skills are essential.
The predicted salary is between 35000 - 45000 £ per year.
About Zone & Co. Zone & Company Software Consulting LLC (“Zone”) is the ERP-native AI platform for financial operations, purpose-built for organizations running on Oracle NetSuite. We are redefining how finance teams operate by delivering an AI-powered system that automates, connects, and scales financial workflows directly within the ERP. As the AI operating system for finance teams in NetSuite, Zone enables more than 4,500 customers worldwide to run smarter, faster, and with greater accuracy. Our platform spans the full financial lifecycle, including Quote-to-Cash, Procure-to-Pay, Treasury, Payroll Management, and Record-to-Report, eliminating manual processes and unlocking real-time financial intelligence.
About the Job: The Frontline Support Analyst – Solution 7 is a customer-focused role responsible for delivering exceptional support to users of Solution 7, Zone & Co.’s Excel-based reporting and budgeting solution for NetSuite. Acting as a trusted advisor to finance and accounting professionals, this individual helps customers maximize the value of Solution 7 by supporting the creation of refreshable management reports, forecasts, and financial statements powered by live NetSuite data. This role combines strong technical troubleshooting expertise with advanced Excel knowledge and a passion for customer success. The Frontline Support Analyst serves as a key point of contact for customers, ensuring timely issue resolution, minimizing business disruption, and providing a seamless support experience.
What You'll Do:
- Manage incoming technical support incidents, requests, and changes, ensuring each is prioritized effectively.
- Maintain a personal ticket queue, closing tickets promptly and meeting established service level agreements (SLAs).
- Communicate proactively with customers, providing updates on ticket status and ensuring transparency throughout the support process.
- Recognize when to escalate issues to Backline Support or other relevant teams for swift resolution of complex challenges.
- Acquire in-depth knowledge of Solution 7 and its integration with NetSuite via SuiteAnalytics Connect, continuously enhancing expertise to provide exceptional support across reporting, budgeting, and consolidation use cases.
- Take full ownership of support incidents, delivering consistent updates to customers and ensuring all issues are resolved satisfactorily.
- Utilize Zendesk and JIRA to meticulously document all client interactions, ensuring real-time updates and clear record-keeping.
- Engage in real-time client calls, representing the company with professionalism to effectively resolve technical incidents.
- Educate customers on product features, software updates, and best practices to optimize their use of the products.
- Assist customers with the installation, activation, configuration, and optimization of Solution 7 within their Excel and NetSuite environments, ensuring report templates and budget models align with their business needs.
- Collaborate with cross-functional teams to relay customer feedback and insights, contributing to product improvements and enhancements.
- Provide troubleshooting support for technical issues, utilizing strong analytical skills to identify root causes and deliver solutions.
- Develop and maintain support documentation, including FAQs and knowledge base articles, to empower customers and improve efficiency.
- Stay updated on industry trends and emerging technologies to provide informed support and advice to customers.
- Foster a positive and collaborative team environment, sharing insights and best practices with colleagues to enhance overall service quality.
- Participate in training and development programs to continuously improve technical skills and customer service abilities.
- Monitor ticket trends and customer feedback to identify areas for improvement in support processes and customer experiences.
- Conduct customer satisfaction surveys to gauge service effectiveness and identify opportunities for enhancement.
- Implement best practices for customer support, focusing on efficiency and effectiveness in all interactions.
- Assist in onboarding new customers, ensuring a smooth transition and positive experience as they start using the products.
What You'll Need:
- 3+ years of customer service expertise in a client-facing role.
- 1+ years of experience with NetSuite (financial modules in particular) and a background in technical support.
- Proficient in using Zendesk and JIRA for ticket management.
- Exceptional written and verbal communication skills.
- Friendly, confident, and professional demeanor.
- Commitment to continuous learning and personal development.
- Strong attention to detail and effective problem-solving abilities.
- Excellent time management and prioritization skills in a dynamic environment.
- Advanced Microsoft Excel proficiency, including complex formulas, pivot tables, and financial modeling; comfort with troubleshooting Excel add-ins is a plus.
- Understanding of accounting principles, with 2-3 years of relevant experience.
- Self-motivated, capable of working independently and collaboratively.
- Bachelor’s degree in business, finance, computer science, or a related field.
- Familiarity with NetSuite (particularly the General Ledger, financial reporting, and budgeting areas) and exposure to SuiteAnalytics Connect or similar data-connection layers is essential.
- Basic knowledge of programming concepts and troubleshooting techniques is advantageous.
Benefits At Zone, our benefits are designed to enrich your life beyond the workplace. Recognizing that work is just a fraction of your overall life experience, we are dedicated to providing robust support. As a fully remote company, we prioritize flexibility and balance. Explore our comprehensive list of benefits at Zoneandco.com. Zone and Co is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws. We strongly encourage candidates of all different backgrounds and identities to apply. This is an opportunity for us to bring in a different perspective and we’re eager to further diversify our company. Zone & Co is committed to building an equitable, inclusive, and supportive place for you to do some of the greatest work of your career.
Frontline Support Analyst employer: Zone & Co
At Zone & Co, we pride ourselves on being an exceptional employer that values flexibility and work-life balance, especially in our fully remote environment. Our commitment to employee growth is evident through continuous learning opportunities and a collaborative culture that encourages sharing insights and best practices. Join us to be part of a diverse team dedicated to redefining financial operations with cutting-edge AI technology, where your contributions will have a meaningful impact on our customers' success.
StudySmarter Expert Advice🤫
We think this is how you could land Frontline Support Analyst
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into Zone & Co.'s mission and values. Understanding their AI-powered platform and how it helps finance teams will show you're genuinely interested and ready to contribute.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. Focus on how your customer service experience aligns with the Frontline Support Analyst role, especially your technical troubleshooting skills.
✨Tip Number 3
Show off your Excel skills! Be prepared to discuss specific examples of how you've used advanced Excel features in past roles. This will highlight your technical expertise and reassure them that you can handle the reporting and budgeting tasks.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace Frontline Support Analyst
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Frontline Support Analyst role. Highlight your experience with NetSuite and customer service, and show us how your skills align with what we're looking for.
Show Off Your Excel Skills:Since advanced Excel proficiency is key for this role, don’t shy away from showcasing your Excel expertise. Mention any complex formulas or financial modelling you've done, and let us know how you’ve used Excel to solve problems in the past.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your experience and skills. Remember, clarity is crucial in support roles!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen on joining our team!
How to prepare for a job interview at Zone & Co
✨Know Your Stuff
Make sure you have a solid understanding of Solution 7 and its integration with NetSuite. Brush up on your Excel skills, especially complex formulas and pivot tables, as these will be crucial in the role. Familiarity with Zendesk and JIRA for ticket management is also a plus!
✨Show Off Your Customer Service Skills
Since this role is all about delivering exceptional support, be ready to share examples of how you've successfully handled customer issues in the past. Highlight your ability to communicate clearly and maintain a friendly, professional demeanour, even under pressure.
✨Prepare for Technical Questions
Expect some technical questions related to troubleshooting and problem-solving. Brush up on your understanding of accounting principles and be prepared to discuss how you would approach resolving common issues that customers might face with Solution 7.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, ongoing training opportunities, or how customer feedback influences product improvements. This shows your genuine interest in the role and the company.
