Support Consultant III

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

📋 Description

• Take ownership of and manage client support requests, which include troubleshooting, reporting, configuration modifications, and system enhancements.

• Accurately and promptly resolve support tickets related to core NetSuite modules such as Finance, CRM, Projects, etc.

• Collaborate with Senior Consultants and interdisciplinary teams to escalate, devise solutions, and implement more intricate client requirements.

• Work alongside internal delivery teams to guarantee consistent, high-quality service throughout all client engagements.

• Learn and apply Appficiency’s methodology for support and consulting delivery, ensuring adherence to best practices.

• Maintain timely and professional communication with clients, fulfilling SLA commitments and achieving high satisfaction ratings.

• Record all issues, actions taken, and resolutions in the support system to enhance a comprehensive knowledge base.

• Participate in solution sessions, testing, validation, and deployment of NetSuite configuration changes and enhancements.

• Aid in the creation of internal documentation, process improvements, and resources for clients.

• Proactively oversee and prioritize tickets, balancing urgency, impact, and client expectations.

⛳️ Requirements

• A Bachelor’s degree in Business, Information Systems, or a related field (or equivalent experience).

• 3–4 years of professional experience in a NetSuite support, consulting, or administrator position.

• Strong understanding of core NetSuite modules, including Finance, CRM, Projects, etc.

• Excellent analytical, troubleshooting, and problem-solving abilities, with a talent for translating technical findings into client-friendly solutions.

• Outstanding written and verbal communication skills, capable of clearly conveying technical concepts to non-technical audiences.

• Proficient in managing multiple priorities and working effectively in a fast-paced, dynamic setting.

• Familiarity with SaaS or cloud-based applications; previous experience in managed services or customer support is highly regarded.

• Experience with ticketing systems such as Zendesk, Jira, or ServiceNow.

• Exposure to SuiteAnalytics, Saved Searches, Workflows, or scripting is a plus.

• NetSuite certifications (Administrator or SuiteFoundation) are strongly preferred.

• Expert-level support services for NetSuite, preferably with enterprise accounts.

🏝️ Benefits

• Opportunities for professional development

• Flexible working arrangements