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Support Analyst

2 months ago

Denver, United States Doozy Solutions Full time

WHY DOOZY SOLUTIONS?

Crafted ERP is a solution we are proud of, created by a team who loves working together. Combining the leading ERP platform, NetSuite, with our passion for helping others, our experience, and industry expertise in craft beverages, Crafted ERP delivers a world-class solution that will redefine how beverage companies do business. We seek out the best, and appreciate hard work as much as a good sense of humor.


JOB SUMMARY:

A Support Analyst (SA) at Doozy plays a pivotal role in driving success for our customers. The SA is the primary help resource for those with questions or issues related to Crafted ERP or NetSuite. You will guide customers to relevant help documentation, diagnose issues, and provide solutions. For more complex scenarios, the SA collects information and connects with other team members to resolve issues. In this role, you will develop deeper knowledge in various areas of our systems as well as leading business practices in our customers’ industries, eventually becoming an expert yourself.

Success as a Support Analyst can lead to opportunities with other departments. An advanced understanding of our platform and customers is a great starting point for working with Product to improve Crafted, leading implementation projects as part of the Delivery team, or focusing on higher-level Customer Success. Doozy is a growing organization. As a SA, you will grow along with it.


RESPONSIBILITIES:

  • Acquire a comprehensive knowledge of supported products in order to troubleshoot and support effectively
  • Manage incoming tickets, route tickets to appropriate resources, and directly respond to customers
  • Diagnose customer requests to quickly identify the root cause
  • Provide customers with reference material to enable their ability to address the issue themselves
  • Identify gaps in product documentation and improve help articles when appropriate
  • Investigate issues in customer accounts and recreate problems in test environments for referral to Product and Development
  • Communicate with customers in a professional, timely manner
  • Partner with Customer Success to follow established guidelines and provide additional context obtained from closely working with users
  • Recognize opportunities and referrals for the Account Management team


IDEAL CANDIDATE PROFILE:

  • You have 1-3 years of experience using or supporting NetSuite or a similar ERP system, particularly in the areas of creating or configuring records, dashboards, reports, or other advanced features
  • You are a self-directed learner who seeks to understand how something works behind-the-scenes but can also raise a hand for help when needed
  • You have experience working in the food and beverage manufacturing industry
  • You’ve had professional or educational exposure to software development, coding/scripting, debugging, error logs, troubleshooting, or quality assurance practices


QUALIFICATIONS:

  • Practical experience as a power user of modern software tools ( ERP, CRM, MES, or POS)
  • Excellent written and verbal communication skills
  • Good time management and organizational skills
  • Strong problem-solving abilities
  • Bachelor’s degree or equivalent experience
  • Experience with the Microsoft Office and Google Workspace suites


BENEFITS & PERKS:

  • Employee Options Plan
  • 401(k) match
  • Medical, dental and vision coverage
  • Unlimited Paid Time Off (PTO)
  • 24 hours of paid Volunteer Time (VTO)
  • Transportation Reimbursement Program (for non-remote employees only)
  • Continued Education and Professional Development