Customer Support Consultant

Role overview A frontline Customer Support Consultant role focused on troubleshooting complex issues within a data collection software suite integrated with a cloud ERP system. The position serves as the primary post-sales contact for warehouse and supply chain customers, blending technical problem-solving with clear customer communication. Hybrid work is preferred for candidates on US East or US West coasts, though fully US-distributed applicants will be considered.

Responsibilities - Triage and troubleshoot inbound customer cases via phone, email, and web-based channels, escalating to development teams when needed - Diagnose product configuration, compatibility, setup, and entitlement questions while documenting each interaction in the ticketing system - Liaise with internal developers to reproduce, isolate, and resolve complex product and ERP-related defects - Maintain and improve internal knowledge resources, then share learnings and ERP best practices with current team members - Use AI-assisted tools to accelerate root cause analysis and deliver accurate, well-validated resolutions - Communicate suggested product enhancements back to engineering based on recurring customer patterns

Requirements - Bachelor's degree in a supply chain discipline preferred, or a related business management field with equivalent experience - Working knowledge of an ERP supply chain or warehouse management platform, with prior exposure to NetSuite considered a strong plus - Warehouse operational experience and prior technical troubleshooting background - Strong written and verbal communication skills, including comfort presenting via web demo - Self-motivated and organized, with the ability to manage multiple projects independently and meet service-level expectations - Familiarity with mobile device configuration and troubleshooting

Benefits and work setup - US East or US West hybrid arrangement preferred; fully remote within the US is open to consideration - Occasional travel expected, generally under 10% - Visa sponsorship is not available for this role