Customer Support Specialist

About the Role

The role requires strong analytical and problem-solving skills, as well as excellent communication and interpersonal skills. You will be working in a fast-paced environment, managing multiple cases, and prioritizing effectively to ensure that clients receive timely and effective support. Your ability to work collaboratively within the team and maintain accurate and complete ticket records will be essential in ensuring that clients stay informed throughout the resolution process.

In this role, you will have the opportunity to build proficiency in NetSuite and Netgain applications, develop deep expertise in cloud-based technologies, and contribute to the growth and success of Atticus Advisory Solutions Inc. You will be part of a dynamic team that values innovation, collaboration, and exceptional client service.

What You Will Do

• Act as the first point of contact for client inquiries and provide high-quality support across email, phone, and chat
• Diagnose, troubleshoot, and resolve most customer issues independently across multiple product areas
• Perform detailed analysis of client-reported problems, using product knowledge, documentation, and internal tools to identify root causes
• Escalate only the most complex or system-level issues to senior support teams, with clear documentation of findings
• Maintain accurate and complete ticket records, ensuring clients stay informed throughout the resolution process
• Stay current on new features and enhancements to deliver knowledgeable, up-to-date support
• Participate in ongoing training and contribute feedback to improve support processes and knowledge resources
• Collaborate with senior specialists on complex matters and contribute to the development of best practices
• Provide technical guidance and support to junior team members

What We Are Looking For

• Bachelor's degree in Accounting or Finance
• 3-5 years of hands-on NetSuite experience, including functional troubleshooting and administration
• Strong written and verbal communication skills with the ability to explain technical concepts clearly
• Proven problem-solving ability and technical curiosity
• Customer-service mindset with professionalism, empathy, and attention to detail
• Ability to manage multiple cases, prioritize effectively, and work collaboratively within the team
• Experience working in a fast-paced environment with multiple priorities and deadlines
• Strong analytical and problem-solving skills, with attention to detail and accuracy

Nice to Have

• Experience with cloud-based technologies and SaaS applications
• Familiarity with ITIL or other service management frameworks
• Certification in NetSuite or other relevant technologies
• Experience working in a remote or distributed team environment

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a dynamic and growing company
• Collaborative and supportive team environment
• Professional development and training opportunities
• Flexible working hours and remote work options
• Access to the latest technologies and tools
• Recognition and reward for outstanding performance
• Comprehensive health and wellness program
• Generous paid time off and holiday entitlement

• Make sure you have a strong foundation in cloud-based applications, particularly NetSuite and Netgain.
• Highlight your problem-solving skills and ability to work independently in your application.
• Showcase your excellent communication and interpersonal skills, as these are crucial in a customer support role.
• Be prepared to provide specific examples of times when you had to troubleshoot complex technical issues.
• Research the company culture and values, and be ready to discuss how you can contribute to the team's success.
• Prepare any questions you have about the role, the company, or the future of the position.
• Be honest and transparent about your experience and skills, and don't be afraid to ask for clarification or details about the role.