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Associate Analyst: Customer Success
JOB DESCRIPTION:
- The associate analyst serves as the primary point of contact for all our customers which involves continuously seeking solutions for current issues, proactively improving processes and tools to meet and maintain service levels and improve customer delight. They provide 1st level of customer support through ticketing, troubleshooting, and communication in adherence to the established service level agreements.
- Key Relationships: Service Desk, Operations Team, Engineering, Retail Marketing, Product, Brand, Sales, and A/C management.
CORE RESPONSIBILITIES:
- Responding to emails/calls/chats/social media tickets from all customers with the view to resolving at first contact by providing a high level of customer service.
- Responsible and accountable for the troubleshooting, and tracking of incidents and requests from initial identification through to resolution, ensuring that appropriate categories for logging and escalating incidents and requests are used.
- Accurate ticketing for all issues while ensuring timely and proper communication to all stakeholders at all times.
- Timely escalation and follow-through of support issues.
QUALIFICATIONS & EXPERIENCE:
Must have experience:
- At least 2 years experience working within a busy call center environment.
- Degree in any relevant field of study.
Experience that will count in your favor:
- Clear communication skills with fluency in English and a local language (lingua franca).
- Certification in customer service or prior training in customer service.
Nice to have experience:
- Working knowledge of commonly used CRMs, and knowledge in Freshdesk CRM will be an added advantage.
SKILLS:
- Strong decision-making and analytical abilities.
- Problem-solving skills.
- Ability to win in a highly collaborative environment.
- Highly developed sense of integrity and commitment to customer delight.
- Knowledge of customer service principles and practices.
- Excellent communication and interpersonal skills.
Personal attributes:
- Empathy
- Clear Communication Skills (oral and written)
- Self-Control (Equanimity)
- Patience
- Effective Listening
- Creative Problem Solving
- Ability to use positive language
Specialist: ERP Engineering
JOB DESCRIPTION:
- The ERP Engineer is responsible to ensure timely and accurate transaction revenue reporting and optimize various business processes using NetSuite ERP.
- Key Relationships: Data Warehouse Engineering, Data Analysis, Data Science, Sales, Marketing, Finance, and HR teams.
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CORE RESPONSIBILITIES:
- Perform day-to-day operation, maintenance, Project, change request, and support tasks for all NetSuite applications and ecosystems.
- Plan, review, and revise feature configurations and customizations of NetSuite to meet evolving business and operational needs.
- Support requests for new/update/termination of users/roles, partners and associated accounts/roles, workflow design, maintenance, and troubleshooting.
- Support NetSuite integration project efforts and be the liaison with NetSuite Support.
- Support end-user requests for new saved searches, reports, KPIs, and dashboards.
- Monitor end-user usage, daily system scripts, and track performance.
- Provide internal, ongoing system/technical support to users, including training and maintaining proper system access for all roles.
- Develop, test, and deploy customizations utilizing partners and consultants.
- Develop, document, and implement policies, procedures, and guidelines to ensure data integrity, change protocols, customization, usage, etc.
- Identify, evaluate, and recommend other key technologies required to support and improve the business process centered on the NetSuite platform.
- Maintain up-to-date knowledge of NetSuite functionality on new releases, customizations, and integrations and participate in ongoing system training and lead internal training and regular information-sharing activities.
- Responsible for the change management and release process of NetSuite.
- Responsible for NetSuite data management which includes governance and control, security, and integrity.
- Other tasks/responsibilities as requested by the manager.
QUALIFICATIONS & EXPERIENCE:
Must have experience:
- 2 to 4 yrs of Solid NetSuite Admin experience with an advanced understanding of the NetSuite platform (SuiteAnalytics, NetSuite configuration, SuiteFlow, SuiteBuilder).
- Ability to reprioritize tasks and manage time to deliver results on requests.
- Strong interpersonal skills to collaborate with business stakeholders.
- NetSuite administration, support, and management experience in global operations
- Working knowledge of CSV imports, user provisioning, defining roles, report analytics, and scheduling scripts
- Bachelor’s Degree in Computer Science, IT, BBIT, or related Quantitative field.
Experience that will count in your favor:
- Prior Netsuite admin and development experience.
- Deep knowledge of Netsuite workflows, Suite Apps, and Scripting.
- Experience working with Oracle/RDBMS Data Warehouse environments.
Nice to have experience:
- Java script, Java, PL SQL
- Data Analysis and visualization
SKILLS:
- Oracle SQL Scripting
- Advanced Ms-Excel/Google Sheets Expertise
- Netsuite Scripting and Apps Setup
Personal attributes:
- Effectively communicates with non-technical users.
- Attention to detail.