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