Functional Support Consultant – NetSuite

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

📋 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 inquiries, configuration challenges, and custom fixes.

• Deliver and manage third line resolutions for intricate custom configurations or system logic.

• Maintain proactive communication with clients, offering clear updates, setting expectations, and professionally handling sensitive discussions.

• Collaborate with the technical team on complex matters, ensuring comprehensive documentation and suggested next steps.

• Keep accurate and current records within the ticketing system.

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

• Contribute to internal knowledge sharing and enhancements to support processes.

• Mentor junior team members, providing guidance and influencing the growth of team expertise.

• Stay informed about NetSuite product updates and client-specific configurations to provide expert-level support.

⛳️ Requirements

• Demonstrated experience in providing ERP (NetSuite) support and resolving complex issues, preferably in a client-facing capacity.

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

• Excellent communication skills, adept at adjusting responses for various client audiences.

• Proven ability to manage multiple tickets and priorities while meeting SLA targets.

• Proficient in managing complex or high-impact client conversations with professionalism and empathy.

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

• Collaborative team player with experience working across delivery and product teams.

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

🏝️ Benefits

• Company bonus scheme, averaging 10% of salary.

• 25 days of leave (plus bank holidays) with an option to buy additional leave.

• Private healthcare coverage – including optical and dental cashback.

• Enhanced pension scheme with company matching up to 5%.

• Life assurance at 3 times your annual salary.

• Discounts available through Perkbox.

• Regular company events.

• Company-funded training programs.

• Quarterly opportunities for performance-based rewards.

• Hybrid work by default, allowing you to choose the best environment for your productivity.