Frontline Support Analyst

About Zone & Co.

Zone & Co is a leading SaaS company committed to freeing finance teams from the limitations of clunky, disparate systems and manual processes. Our rapidly growing portfolio of solutions is built on the oracle NetSuite platform (the leading cloud-based ERP software platform) and offers advanced automation and integration solutions to a wide spectrum of business-critical functions, including complex billing & revenue recognition, to off-the-shelf advanced reporting, Payroll, AP automation, payments, reconciliations, approvals and more. 

Zone helps over 3,000 companies worldwide work smarter, faster and more securely, whilst maximizing platform value. We do this with a growing innovation-minded team of over two hundred folks, based across North America, Europe and Asia Pacific. 

Our journey has only just begun and we are excited to welcome talented individuals looking to grow alongside us. If this sounds interesting to you, we’d love to hear from you!

Learn more at www.zoneandco.com or follow us on LinkedIn: linkedin.com/company/zoneandco.

About the Job: 

As a Frontline Support Analyst, you’ll be the first point of contact for our customers, playing a critical role in delivering an exceptional support experience. You’ll ensure every interaction is professional, proactive, and solution-focused, minimizing business impact and meeting agreed service levels every time.

This is an opportunity to join a collaborative team where your communication skills, technical curiosity, and commitment to customer success truly make a difference.

What Youll Do:

• Act as the first point of contact for incoming technical support incidents, requests, and changes
• Own and manage your ticket queue, ensuring timely and high-quality resolution
• Keep customers informed with clear, consistent updates throughout the lifecycle of each incident
• Identify when escalation is needed and collaborate with Backline Support or other teams for swift resolution
• Work efficiently in Zendesk and JIRA, maintaining accurate and real-time ticket documentation
• Represent the company confidently on client calls, particularly during escalations
• Develop expertise in at least two core product lines at the Frontline level

What Youll Need:

• 3+ years of experience in a technical support, helpdesk, or customer-facing support role
• Experience with NetSuite or another ERP system (preferred)
• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field preferred
• Relevant certifications or equivalent work experience will also be considered
• Outstanding customer service skills with a customer-first mindset
• Strong written and verbal communication skills
• Friendly, confident, and professional approach
• Excellent attention to detail with strong problem-solving abilities
• Effective time management and prioritization skills
• Self-motivated with the ability to work independently and collaboratively

At Zone, our benefits are designed to enrich your life beyond the workplace. Recognizing that work is just a fraction of your overall life experience, we are dedicated to providing robust support. As a fully remote company, we prioritize flexibility and balance. Explore our comprehensive list of benefits at Zoneandco.com.

Zone and Co is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.

We strongly encourage candidates of all different backgrounds and identities to apply. This is an opportunity for us to bring in a different perspective and we’re eager to further diversify our company. Zone & Co is committed to building an equitable, inclusive, and supportive place for you to do some of the greatest work of your career.