Frontline Support Analyst

About this role

Responsibilities

• 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.