Support Consultant I/II

About the Role

Appficiency Inc. is a leader in ERP services, with a strong focus on innovation, learning, and client success. As a Support Consultant I/II, you will be part of a team that values collaboration, creativity, and continuous improvement. You will have the opportunity to work on a wide range of projects, from basic troubleshooting to complex system updates, and will be expected to think critically and outside the box to resolve issues and improve processes.

The company's commitment to career development is evident in its approach to mentoring and training. You will have access to ongoing professional development opportunities, including training sessions, mentoring, and feedback from experienced leaders. You will also be part of a collaborative team that values knowledge-sharing and innovation, and will have the opportunity to contribute to the development of best practices and internal documentation.

What You Will Do

• Serve as the first line of support for client inquiries, requests, and tickets
• Triage and prioritize incoming issues, assigning or escalating them appropriately based on type, severity, and SLA guidelines
• Assist with basic NetSuite troubleshooting, configuration lookups, permission errors, navigation issues, data corrections, and data validation
• Collaborate with fellow support team members to document solutions, client interactions, and best practices
• Contribute to knowledge-sharing initiatives, including updating internal documentation, enhancing client-facing resources, and participating in learning sessions
• Monitor support queues and ensure timely follow-up on all issues, driving resolution in line with client expectations
• Support testing activities for configuration changes, enhancements, and system updates
• Take part in team meetings, mentorship opportunities, and product training to continually strengthen your NetSuite and consulting expertise
• Develop and maintain a deep understanding of NetSuite functionality and configuration options
• Work closely with the internal project management and oversight teams to ensure projects are on time, on budget, and in scope

What We Are Looking For

• A degree in Business, Information Technology, Accounting, or a related field
• 2-3 years of professional experience in a support or consulting role
• NetSuite experience is required, with a strong understanding of cloud ERP systems
• Excellent communication and problem-solving skills, with the ability to work effectively in a team environment
• Strong analytical and troubleshooting skills, with attention to detail and a methodical approach to issue resolution
• Ability to think critically and outside the box to resolve complex issues
• Experience with Excel and Google Sheets, with the ability to analyze and interpret data
• Strong time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously
• Experience working in a fast-paced, dynamic environment, with a strong focus on innovation and continuous improvement

Nice to Have

• Experience with other cloud-based ERP systems, such as SAP or Microsoft Dynamics
• Certification in NetSuite or a related field, such as accounting or information technology
• Experience working in a consulting or professional services environment
• Strong understanding of business operations and processes, with the ability to analyze and improve workflows
• Experience with data analytics and reporting tools, such as Tableau or Power BI

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a rapidly growing company at the intersection of business and technology
• Collaborative and dynamic work environment, with a strong focus on innovation and continuous improvement
• Access to ongoing professional development opportunities, including training sessions, mentoring, and feedback from experienced leaders
• Flexible working hours and remote work options, with the ability to work from anywhere
• Comprehensive health and wellness program, including medical, dental, and vision coverage
• Generous PTO and holiday package, with the ability to take time off when needed
• Access to the latest technology and tools, including NetSuite and other cloud-based ERP systems
• Opportunity to work on a wide range of projects, from basic troubleshooting to complex system updates

• Tip: Make sure to highlight your NetSuite experience and certifications in your application, as this is a key requirement for the role.
• When preparing for the interview, be sure to review the company's website and social media channels to get a sense of their culture and values.
• Practice your problem-solving skills by working through sample scenarios or case studies, and be prepared to think critically and outside the box.
• Consider creating a portfolio or personal project that showcases your skills and experience with NetSuite and other cloud-based ERP systems.
• Be prepared to discuss your experience working in a team environment, and how you handle complex issues and tight deadlines.
• Research the company's competitors and the broader industry, and be prepared to discuss trends and developments in the field.
• Don't be afraid to ask questions during the interview, such as what a typical day looks like in the role, or what opportunities there are for professional development and growth.