Functional Support Consultant – NetSuite

This is a fully remote position, open to applicants in Spain.

📋 Description

• Assume complete responsibility for customer support tickets, overseeing the process from requirements gathering to resolution or escalation.

• Investigate and resolve first and second-line issues, including how-to queries, configuration challenges, and bespoke fixes.

• Provide and take ownership of third-line solutions for intricate bespoke configurations or system logic.

• Communicate proactively with clients, delivering clear updates, establishing expectations, and handling sensitive discussions with professionalism.

• Collaborate with the technical team on complex issues as needed, ensuring comprehensive documentation and recommended next steps are in place.

• Keep accurate and current records in the ticketing system.

• Identify recurring issues and share insights with Product and Delivery teams to mitigate future occurrences.

• Participate in internal knowledge sharing and contribute to enhancements in support processes.

• Mentor junior team members, offering guidance and aiding in the development of team expertise.

• Remain updated on NetSuite product enhancements and customer-specific configurations to provide expert-level support.

⛳️ Requirements

• Demonstrated experience in providing ERP (NetSuite) support, tackling complex problems, preferably in a client-facing environment.

• Strong troubleshooting and problem-solving abilities across core products and bespoke implementations.

• Excellent communication skills, capable of adapting responses to suit various client audiences.

• Proven experience in managing multiple tickets and priorities while achieving SLA targets.

• Skilled in navigating complex or high-impact client conversations with professionalism and empathy.

• Organized, detail-oriented, and proactive in seeing issues through to resolution.

• Collaborative, with a background in working alongside delivery and product teams.

• NetSuite certifications (e.g., SuiteFoundation, ERP Consultant) are advantageous.

🏝️ Benefits

• Company bonus scheme, averaging 10% of salary.

• Company pension plan.

• Health Insurance.

• 24 days of paid holiday, plus 2 office 'closure' dates in December (in addition to bank holidays).

• Discounts available through Perkbox.

• Regular company events.

• Company-sponsored training programs.

• Quarterly opportunities for performance-based rewards.

• Remote by default, allowing you to choose your most effective working environment.