Support: CUSA 001–Customer Support Associate (Makati City)

Why NetSuite?

One word — transformation.

At NetSuite, we believe the cloud is here to stay and so do our 20,000+ customers. We believe businesses should not be bogged down by the overhead of bulky data centers and expensive personnel to run it all. Businesses need to be lean, efficient and agile. NetSuite is literally transforming business around the globe by providing a cloud-based, unified system that delivers unprecedented capabilities to drive business forward. Founded in 1998 as THE cloud ERP pioneer, today NetSuite has transformed the business operations of our customers without the high costs and inefficiency of on-premise systems.

Transform your career at NetSuite

At NetSuite we work hard and we work smart. We hire fierce competitors. We hire individuals that are fearless trail blazers. NetSuite employees take the hill, we prefer action over inaction, we are tireless in our mission and we pause only to celebrate our success. And we DO celebrate, because if you don’t have fun along the way, then what’s the point?

NetSuite is transforming how its customers do business. If you want to transform your career, Apply Now below.

Job Description:
Assists in meeting product area/vertical support teams' objectives by identifying and planning training needs for staff to support the vertical product area.

Responsibilities:

  • Provides direction/specific tasks to Technical Support Engineers/Customer Support Team Leads on how to accomplish department objectives around Service Level, First Contact Resolution, Customer Satisfaction, Quality Scores, etc.
  • Recommends new policies/ processes and/or improvements to it.
  • Collaborates with NetSuite partner vendors in developing/improving processes to support joint customers.
  • Works closely with Product Management/Development in any discussion that will have impact on service level, staffing requirements and customer satisfaction (like new feature releases).
  • Represents Support in vertical discussions where customer feedback / experience are valuable to plan the product.
  • Assists in resolving complex customer technical escalations requiring high level of customer service skills, business vertical and internal policies.
Qualifications/Skills:

  • Candidate must possess at least a Bachelor's/College Degree , Computer Science/Information Technology, Finance/Accountancy/Banking, Science & Technology or equivalent.
  • Preferably 1–4 Yrs Experienced Employees specializing in IT/Computer–Software or equivalent.
  • Experienced Employees specializing in Customer Service is a plus
Problem Solving/Skills:

  • Resolves moderately complex customer escalations where solution requires thorough analysis of impact to customer and organization and approval of final solutions is sometimes required.
  • Makes decision in managing performance issues of individual Support Specialists/Engineers.
Decision Making/Skills:

  • Uses acquired product and business knowledge to make decisions.
  • Exercises judgment on moderately complex customer escalations and performance situations.
Interpersonal/Skills:

  • Frequently interacts with subordinate managers and functional peer groups.
  • Interaction normally involves matters between multiple vertical support teams.
  • Promotes cooperation between units.
Technical/Skills

  • Good knowledge of the product, tools and other technical resources of the center.
  • Knowledge and considerable amount of experience in the business vertical.
  • Product and technical knowledge is advanced to expert level








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