Job description
BASIC FUNCTION SUMMARY:
The NetSuite Support Technician is responsible for providing technical assistance and support to users of the NetSuite ERP system. This role involves troubleshooting system issues, assisting with system configurations, and ensuring the smooth operation of NetSuite functionalities to support business processes. This role requires a strong understanding of NetSuite’s features, excellent problem-solving skills, and the ability to collaborate with cross-functional teams to enhance system performance and user experience.
The following duties are not intended to serve as a comprehensive list of all duties required for this position. The job description is a summary of the major duties and responsibilities. This role may not be required to perform all duties listed and may be expected to perform additional duties as requested.
ESSENTIAL FUNCTIONS: Duties, Skills, Responsibilities, and Expectations:
- Provide technical support and troubleshooting for NetSuite ERP system issues, ensuring minimal disruption to business operations
- Maintain NetSuite Support board or helpdesk queue to assist users with day-to-day NetSuite inquiries, including creating saved searches, reports, dashboards, and KPIs
- Troubleshoot and resolve basic user-reported issues (permissions, field visibility, form behavior), including form navigation and data entry
- Escalate more complex issues to the appropriate NetSuite technical team
- Support system updates, upgrades, and integrations by testing changes to prevent downtime and ensure compatibility
- Identify recurring issues or themes, complete and document initial RCA, and create tickets or document enhancement requests accordingly
- Assist in bulk updates and mass changes to records as needed, perform data loads using CSV Import or other NetSuite data management tools
- Ensure accuracy and integrity of imported data – refining data before import and reviewing after (field updates, customers, vendors, items)
- Modify existing forms (e.g., Sales Orders, Purchase Orders, Invoices) to reflect current business needs
- Create and manage custom forms to enhance usability and data capture
- Support ongoing NetSuite optimization projects and assist with configuration changes in NetSuite, such as custom fields, record types, and workflows
MINIMUM REQUIREMENTS:
- 2-3 years of experience supporting NetSuite or similar ERP systems
- Prior experience with system integrations, customizations, or third-party applications is an advantage
- Hands-on experience with NetSuite ERP system, including report creation, saved searches, and workflow configurations
- Strong analytical and problem-solving skills to diagnose and resolve technical issues effectively
- Familiarity with NetSuite modules such as supply chain, manufacturing, CRM, or eCommerce (preferred)
- Proficiency in data analysis tools like Excel for troubleshooting and reporting purposes
- Excellent verbal and written communication skills to interact with users, vendors, and cross-functional teams
- Ability to manage multiple priorities and adapt to changing business needs in a fast-paced environment
- Knowledge of SOX compliance and experience in regulated environments is a plus
- NetSuite Administrator Certification or equivalent experience is highly desirable
- Strong writing and editing skills with attention to detail
- Excellent customer service skills
- Organizational and time management skills
- Superior verbal and written communication skills
- Independent self-starter with the ability to prioritize and work within established guidelines while maintaining confidentiality
- Excellent written and oral communication skills
- Ability to work independently or as part of a team, as required by the task or project
- Ability to organize and manage multiple competing projects
- Strong PC skills and MS Office skills
Required Education:
- High school diploma or equivalent
- Associate’s degree, or equivalent work experience
WORKING CONDITIONS:
- Position is fully remote to the US only
- Ability to accommodate multiple time zones with primary ET (EST/EDT)
- Dedicated workspace and high-speed internet
- Frequent video conference/email/chat
PHYSICAL DEMANDS:
- Maintaining a stationary position for up to 50% of the workday
- Consistently operate a computer and other productivity equipment, including keyboard, webcam, and document scanner
- Clarity of vision of 30” or less
- Ability to perceive sound in the capacity of oral communication
- Exertion of up to 10 lbs. of force as related to lifting or moving of objects
We are an Equal Opportunity Employer!
ePromos is committed to creating a diverse workplace environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Consistent with applicable law, compensation will be determined based on job-related, non-discriminatory factors, including but not limited to work experience, skills, certifications, and geographical location. The Company reserves the right to modify the pay range at any time. In addition, we offer a comprehensive benefits package, including health, dental, vision insurance, and retirement plan options.
We do not accept resume submissions from third party recruiters.
