Frontline Support Analyst

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 You'll 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 You'll 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