At a Glance
- Tasks: Deliver exceptional support to users of Solution 7, helping them maximise its value.
- Company: Join a dynamic team at Zone & Co., focused on innovative financial solutions.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for personal growth.
- Other info: Collaborative environment with continuous learning and career advancement opportunities.
- Why this job: Make a real impact by supporting finance professionals with cutting-edge Excel-based tools.
- Qualifications: 3+ years in customer service, advanced Excel skills, and familiarity with NetSuite required.
The predicted salary is between 35000 - 45000 € per year.
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.
Frontline Support Analyst in London employer: Zone & Co
At Zone & Co., we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As a Frontline Support Analyst, you'll benefit from continuous learning opportunities, a supportive team environment, and the chance to make a meaningful impact by helping finance professionals optimise their use of our cutting-edge solutions. Located in a vibrant area, we provide a flexible work-life balance and a commitment to employee growth, ensuring you thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Frontline Support Analyst in London
✨Tip Number 1
Get to know the company and its products inside out. When you apply for the Frontline Support Analyst role, show us that you understand Solution 7 and how it integrates with NetSuite. This will help you stand out as a candidate who’s genuinely interested in helping customers succeed.
✨Tip Number 2
Practice your communication skills! As a Frontline Support Analyst, you'll need to explain complex technical issues in simple terms. Try role-playing with a friend or family member to get comfortable with this. The better you can communicate, the more confident we’ll be in your ability to support our customers.
✨Tip Number 3
Don’t underestimate the power of networking. Connect with current employees on LinkedIn or attend industry events. This can give you insights into the company culture and what it’s like to work here, plus it might just land you a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us that you’re proactive and serious about joining our team. So, don’t wait – get your application in today!
We think you need these skills to ace Frontline Support Analyst in London
Some tips for your application 🫡
Show Off Your Customer Service Skills:Make sure to highlight your customer service experience in your application. We want to see how you've gone above and beyond to help clients, especially in technical support roles. Share specific examples that demonstrate your ability to resolve issues and keep customers happy!
Excel is Key!:Since this role requires advanced Excel skills, don’t forget to mention your proficiency with complex formulas, pivot tables, and financial modelling. If you’ve tackled any tricky Excel problems before, let us know! It’ll show us you’re ready to hit the ground running.
Be Clear and Concise:When writing your application, clarity is crucial. Use straightforward language and structure your thoughts logically. We appreciate a well-organised application that makes it easy for us to see your qualifications and experiences at a glance.
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 gives you a chance to explore more about what we do at StudySmarter!
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. Being able to discuss specific features and how they benefit users will show your expertise.
✨Show Off Your Customer Service Skills
Since this role is all about customer support, prepare examples from your past experiences where you successfully resolved issues or improved customer satisfaction. Highlight your friendly and professional demeanor, as well as your ability to communicate effectively with clients.
✨Get Familiar with Ticket Management Tools
Familiarise yourself with Zendesk and JIRA before the interview. Understanding how to manage tickets and document interactions will give you an edge. You might even want to mention any previous experience you've had with these tools to demonstrate your readiness for the role.
✨Ask Insightful Questions
Prepare some thoughtful questions about the company culture, team dynamics, and how they measure success in the Frontline Support Analyst role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
