Customer Support: Support Specialist – Web (Makati City)

At NetSuite, Inc., our vision is to support growing and midsized companies by providing the market's leading integrated, online business application for CRM, ERP and Web commerce. With products such as NetSuite, NetSuite CRM and NetERP, we already meet the needs of thousands of customers globally. And as an industry leader, we value the uniqueness, creativity and innovation each employee brings, whether in the areas of engineering, sales, marketing, operations, customer advocacy, IT, or corporate resources. Our employees drive our vision and make our success possible.

Picture yourself building a successful career at NetSuite — working alongside other talented, driven individuals, and helping the burgeoning growing-to-midsized market achieve its goals. At NetSuite we believe in ONE SYSTEM. NO LIMITS. If you would like to be part of an organization where there are NO LIMITS. If you would like to be part of an organization where there are NO LIMITS, please submit your resume to manila_jobs@netsuite.com.

Job Description:
As a member of the NetSuite Customer Support team, you will be responsible for handling customer product questions and issues. Understanding the sense of urgency in delivering an accurate response will make you a successful addition to our already exceptional team. You will answer inbound customer calls and respond to customer e-mails, troubleshoot problems they may have, document features they would like added to our award winning suite of products and more. The ideal candidate will:

• Develop and maintain up-to-date knowledge of our constantly expanding and evolving set of products and services through internal training and self-training
• Utilize the available resources and tools to provide high quality Tier 1 technical support over the phone and via email for designated areas of the product
• Document the work done in our internal case/issue management system using predefined procedures
• Maintain high customer satisfaction through the use of proper phone etiquette, active listening and customer service skills
• Work in a dynamic team environment to ensure customer requests are rerouted accurately an efficiently to the right resource.
• Communicate customer-reported issues with our Quality Assurance and Development teams using established guidelines.
• Design creative solutions to non-standard problems and modify existing solutions to resolve non-routine problems.

Qualifications/Skills:

• Solid experience with JavaScript and HTML is a must
• Experience with Web Design, Web Development/programming and general Internet infrastructure is strongly recommended
• Experience with any ASP/SaaS software or any ERP, CRM and Web/E-Commerce is a definite plus
• A minimum of 2 years of call center (technical / customer) organization providing email and telephone support is required.
• Direct experience and knowledge of general accounting principles is recommended
• Excellent written and verbal communication skills
• Highly enthusiastic, positive minded, service oriented individual.
• Demonstrated troubleshooting skills. Superb analytical and critical thinking skills
• Ability to think "outside-the-box"

To Apply:
Please quote the job title in the subject line of your e-mail and e-mail your resume to manila_jobs@netsuite.com.

*At this time, NetSuite is not working with any third party recruiters or agencies. Please direct all inquires via e-mail to manila_jobs@netsuite.com. No phone calls please.