Frontline Support Analyst

Zone & Company Software Consulting LLC (“Zone”) is the ERP-native AI platform for financial operations, purpose-built for organizations running on Oracle NetSuite. We are redefining how finance teams operate by delivering an AI-powered system that automates, connects, and scales financial workflows directly within the ERP. As the AI operating system for finance teams in NetSuite, Zone enables more than 4,500 customers worldwide to run smarter, faster, and with greater accuracy. Our platform spans the full financial lifecycle, including Quote-to-Cash, Procure-to-Pay, Treasury, Payroll Management, and Record-to-Report, eliminating manual processes and unlocking real-time financial intelligence. By embedding intelligence directly into NetSuite, Zone helps finance teams move beyond reactive work to proactive, strategic impact. Learn more at www.zoneandco.com or follow us on LinkedIn: linkedin.com/company/zoneandco. About the Job: As a Frontline Support Analyst, you’ll be the first point of contact for our customers, playing a critical role in delivering an exceptional support experience. You’ll ensure every interaction is professional, proactive, and solution-focused, minimizing business impact and meeting agreed service levels every time. This is an opportunity to join a collaborative team where your communication skills, technical curiosity, and commitment to customer success truly make a difference. What You’ll Do: • Act as the first point of contact for incoming technical support incidents, requests, and changes • Own and manage your ticket queue, ensuring timely and high-quality resolution • Keep customers informed with clear, consistent updates throughout the lifecycle of each incident • Identify when escalation is needed and collaborate with Backline Support or other teams for swift resolution • Work efficiently in Zendesk and JIRA, maintaining accurate and real-time ticket documentation • Represent the company confidently on client calls, particularly during escalations • Develop expertise in at least two core product lines at the Frontline level What You’ll Need: • 3+ years of experience in a technical support, helpdesk, or customer-facing support role • Experience with NetSuite or another ERP system (preferred) • Bachelor’s degree in Information Technology, Computer Science, Business, or a related field preferred • Relevant certifications or equivalent work experience will also be considered • Outstanding customer service skills with a customer-first mindset • Strong written and verbal communication skills • Friendly, confident, and professional approach • Excellent attention to detail with strong problem-solving abilities • Effective time management and prioritization skills • Self-motivated with the ability to work independently and collaboratively Benefits At Zone, we provide the platform; you provide the grit. We operate as a high-velocity, fully remote, global team where autonomy isn’t just a perk, it’s the standard. We’re looking for self-driven professionals eager to navigate the complexities of a unique SaaS environment and take full command of their professional evolution. We ditch micro-management for high-trust flexibility, ensuring you have the space to innovate and scale. Our benefits are built to fuel this lifestyle, supporting your life beyond the screen so you can focus on making a global impact. Explore our offerings at https://www.zoneandco.com/careers Join Our Global Mission Zone & Co is an Equal Opportunity Employer committed to building a diverse, equitable, and inclusive workplace. We thrive on unique perspectives and strongly encourage candidates of all backgrounds to apply. Here, your identity is valued, and your talent is the only limit to your growth. All qualified applicants will receive consideration regardless of race, color, religion, sex, orientation, age, disability, or any other protected factor. Employment Terms United States Employment with Zone is “At-Will”, meaning either party may terminate the relationship at any time, with or without cause or notice, in accordance with applicable law. This job description does not constitute an employment contract or guarantee of continued employment. Duties and responsibilities may evolve as the company grows and may change at any time with or without notice. Non-US Jurisdictions This position is offered as a Fixed-Term or Permanent Contract based on your country of residence. Employment is subject to a written contract which outlines specific notice periods, probationary terms, and statutory entitlements. Privacy Statement and Applicant Privacy Notice. #LI-Remote