Professional Services: Support Specialist (Makati City)

At NetSuite, Inc., our vision is to support growing and midsized companies by providing the market's leading integrated, online business application for CRM, ERP and Web commerce. With products such as NetSuite, NetSuite CRM and NetERP, we already meet the needs of thousands of customers globally. And as an industry leader, we value the uniqueness, creativity and innovation each employee brings, whether in the areas of engineering, sales, marketing, operations, customer advocacy, IT, or corporate resources. Our employees drive our vision and make our success possible.

Picture yourself building a successful career at NetSuite — working alongside other talented, driven individuals, and helping the burgeoning growing-to-midsized market achieve its goals. At NetSuite we believe in ONE SYSTEM. NO LIMITS. If you would like to be part of an organization where there are NO LIMITS.

Job Description:
The sales and service representative position is responsible to interface with customers via inbound email cases or telephone calls to address and resolve technical support requests for client products or services.

Responsibilities
The principal responsibilities of this role are:

• Maintain broad and technical knowledge of product and services.
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
• Listen attentively to customer needs and concerns; demonstrate empathy.
• Clarify customer requirements; probe for and confirm understanding of requirements or problem.
• Meet customer requirements through first contact resolution. Minimize escalation to Tier-II support.
• Confirm customer understanding of the solution and provide additional customer education as needed.
• Prepare complete and accurate work and update customer file.
• Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
• Effectively transfer misdirected customer requests to an appropriate party.
• Contribute ideas to resolve problems to better serve the customer and/or improve productivity.
• Participate in activities designed to improve customer satisfaction and business performance.
• Occasionally use decision-support tools to answer questions.
• Solve problems that may be unstructured and that may require reliance on conceptual thinking.
• Offer solutions to issues that are often non-standard/non-routine and require some clarification.
• Excellent written and verbal communication skills.
• Highly enthusiastic, positive minded, service oriented individual.
• Demonstrated troubleshooting skills

Qualifications/Skills
Direct experience and knowledge of general accounting principles is a must. Knowledge of ERP, CRM (Siebel) and Web (ASP, HTML, SOAP, SCRIPTING, SQL, JAVA) products is a definite plus. A minimum of 2 years of call center (technical / customer) organization providing email and telephone support is required. Expert knowledge of Internet, browsers and web navigation is required.

For SSR Japanese Speaking — Language proficiency level 1 & 2 (can speak, read and write in Japanese).

To Apply:
If you would like to be part of an organization where there are NO LIMITS, please submit your resume to Manila_jobs@netsuite.com.

*At this time, NetSuite is not working with any third party recruiters or agencies. Please direct all inquires via e-mail to Manila_jobs@netsuite.com. No phone calls please.