Customer Support Consultant

RF-SMART•Kent, OH

About The Position

Customer Support Consultant We exist to transform our customers and change lives. Who We're Looking For: The Customer Support Analyst will be responsible for troubleshooting complex issues within implementations of the RF-SMART data collection software application for the NetSuite ERP system. With a broad understanding of general warehouse operations, best practices and business processes, the Analyst will resolve post-sales customer inquiries via phone and electronic means with the help of our support developers to resolve the issues within our product lines and the ERP. Your focus is to be a front-line customer contact point and provide first level customer support including problem resolution. You will use documentation, internal resources, web resources, testing, etc. to triage and troubleshoot issues. In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, setup, support entitlements and validation, shipping inquiries, electronic support diagnosis and troubleshooting, and product availability with occasional opportunities to assist our Customer Success team. What You'll Do: Learn specific product areas within our core technologies and/or applications, develop advanced troubleshooting and diagnostic skills, and gain exposure to our products’ underlying technologies Troubleshoot and liaise with development team to help resolve complex product and ERP software issues Work effectively with staff members and executives at all levels within a customer’s organizations Be comfortable as primary contact to provide product information and best practice solutions Share knowledge and train internal Support personal on ERP topics and standard warehouse processes Communicate suggested enhancements to development teams Provide exceptional customer service via phone and email as appropriate Perform user administrative duties Respond to, document, and resolve service tickets in a timely manner Learn new product releases and business processes as necessary Support may be delivered via electronic channels (web calls, e-mail, etc.) or phone. You will be the point of contact for customers, triaging and documenting their requests Uses discretion to effect timely solution of problems to ensure customer satisfaction and eliminate downtime It's Utilize AI tools to assist in troubleshooting customer issues, accelerating root cause analysis and delivering accurate, reliable solutions.

Requirements

Bachelor’s degree in supply chain related discipline is preferred; other business management disciplines considered or equivalent combination of education and experience.
Warehouse operational experience desirable
Working knowledge of an ERP supply chain or warehouse management software solution desirable. Experience with NetSuite would be an advantage
Prior technical troubleshooting experience is preferred
Experience working in Customer Support is a plus
Good written and verbal communication skills
Quick learner with ability to adapt to a changing environment
Excellent presentation skills (Web Demo experience desirable).
Self-motivated and proactive with ability to work on multiple projects independently
Ability to prioritize and stay organized, think critically and problem solve
Works well individually and collaboratively with team members
Prior technical troubleshooting experience is preferred
Occasional Travel may be required (less than 10%)
Understanding of mobile devices highly desired

Responsibilities

Learn specific product areas within our core technologies and/or applications, develop advanced troubleshooting and diagnostic skills, and gain exposure to our products’ underlying technologies
Troubleshoot and liaise with development team to help resolve complex product and ERP software issues
Work effectively with staff members and executives at all levels within a customer’s organizations
Be comfortable as primary contact to provide product information and best practice solutions
Share knowledge and train internal Support personal on ERP topics and standard warehouse processes
Communicate suggested enhancements to development teams
Provide exceptional customer service via phone and email as appropriate
Perform user administrative duties
Respond to, document, and resolve service tickets in a timely manner
Learn new product releases and business processes as necessary
Support may be delivered via electronic channels (web calls, e-mail, etc.) or phone. You will be the point of contact for customers, triaging and documenting their requests
Uses discretion to effect timely solution of problems to ensure customer satisfaction and eliminate downtime