Helpdesk Support (NetSuite experience preferred)

shrewsbury, New Jersey

Helpdesk Support (NetSuite experience preferred)

Online presence and maintenance, operational processes and workflows, and help desk support

Handle all incoming phone calls and support requests in a courteous and professional manner

Master general company applications for troubleshooting purposes

Exhibits basic proficiency in HTML and one scripting language (preferably JavaScript)

This role will provide overall help desk support to the user community to ensure their proficiency in full utilization of our IT business Systems.  This includes but is not limited to, assisting users with technical support by researching and answering questions; troubleshooting issues/problems, determining and implementing solution, and maintaining process documentation.   

Responsibilities:

  • Develop user problem resolution process including maintaining key metrics to improve time-to-resolution
  • Assists in the design, coding, testing and maintaining of application tools and solutions
  • Understands standard systems development lifecycle processes and applies our methodology effectively on client engagements
  • Provides answers to users by identifying problems; researching answers; guiding user through corrective steps.
  • Exceptional customer service skills, listening, and interpersonal skills
  • Respond to user queries either in person or over the phone
  • Improves user competency by writing and maintaining end-user documentation.
  • Participates in development of user training programs including manuals by identifying learning needs/trends; recommending instructional change and delivery methods.
  • Improves system performance by identifying problems; recommending changes.
  • Updates job knowledge by participating in educational opportunities; maintaining personal networks.
  • Performs updates and tasks as needed
  • Accept other responsibilities as assigned

Education, Certification & Experience:

  • Strong verbal and written communication skills
  • Proven work experience with SaaS systems, cloud applications, and digital integration

Technical Requirements

  • 2 - 5 years CRM/ERP help desk experience (NetSuite software preferable but not required)
  • Work experience with SaaS systems
  • Knowledge of  Web development a plus
  • Problem Solving
  • Excellent verbal/written skills
  • Phone skills
  • Customer service skills
  • Knowledge of web development a plus

Job keywords:

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