Responsibilities
- Serve as the main contact for handling user-submitted NetSuite support requests through the helpdesk system
- Evaluate, classify, and prioritize incoming support tickets based on urgency and scope
- Resolve issues independently when possible, and escalate those outside of defined responsibilities
- Communicate professionally with users throughout the resolution process, including setting expectations for response and resolution times
- Adhere to established service level agreements for both response and issue resolution
- Accurately log and update ticket details, including resolution steps and final outcomes
- Process requests for new user accounts, role modifications, and deactivations in accordance with access control policies
- Verify access change requests against predefined role-based permission models
- Forward non-standard or elevated access requests to the Functional Lead for approval
- Keep detailed records of role assignments and access changes to support SOX compliance audits
- Troubleshoot and resolve common system issues such as transaction errors, workflow failures, data inconsistencies, login problems, and reporting inaccuracies
- Assist users with navigating the system, understanding processes, and using self-service features
- Recreate reported issues in a sandbox environment to confirm root cause before implementing solutions in production
- Escalate technical problems involving SuiteScript, integrations, or development work to designated internal or external resources
- Create and adjust saved searches, reports, and dashboards to meet user needs for operational insights
- Design standardized report templates and reusable components when recurring reporting needs are identified
- Verify the accuracy of report logic and output before delivery, and assist users in interpreting results
- Maintain an up-to-date knowledge base covering frequent issues, solutions, access procedures, and step-by-step guides
- Document all support and administrative processes clearly for internal use and audit readiness
- Support the creation of training materials and self-service tools as directed by the Functional Lead
- Refer process design changes, workflow adjustments, and functional improvements to the Functional Lead
- Ensure smooth handoffs when escalating tickets by providing complete and clear documentation to prevent resolution delays
- Participate in regular meetings with team leads to discuss ticket volume, escalation patterns, and emerging system issues
