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.

NetSuite Support Technician

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