Appficiency Inc.

Support Engineer

• Drive customer satisfaction by tackling complex challenges in NetSuite products and implementations.
• Provide primary product support, training and development project management.
• Identify and route support issues to appropriate groups and escalate issues as required.
• Be the voice of the customer to internal stakeholders, providing insight and data to inform product development.
• Work with development teams to better understand issues and provide suggested solutions.

Product Support Engineer

Sales

• Own and lead the global sales organization across all regions.
• Personally lead and close complex, high-value deals.
• Build and maintain senior executive relationships with key clients.
• Develop and expand relationships with tier-one software vendors.
• Lead, hire, develop, coach, and curate exceptional sales teams across all geographies.

Executive Vice President, Global Sales

Consultant

• Own and manage client support requests, from troubleshooting and reporting to configuration changes and system enhancements.
• Resolve support tickets across core NetSuite modules (Finance, CRM, Projects, etc.) with accuracy and timeliness.
• Partner with Senior Consultants and cross-functional teams to escalate, solution, and implement more complex client needs.
• Collaborate with internal delivery teams to ensure consistent, high-quality service across all client engagements.
• Learn and apply Appficiency’s methodology for support and consulting delivery, ensuring alignment with best practices.
• Provide timely, professional communication with clients, meeting SLA commitments and maintaining high satisfaction scores.
• Document all issues, actions, and resolutions in the support system to build a robust knowledge base.
• Contribute to solutioning sessions, testing, validation, and deployment of NetSuite configuration changes and enhancements.
• Support the development of internal documentation, process improvements, and client-facing resources.
• Proactively monitor and prioritize tickets, balancing urgency, impact, and client expectations.

Support Consultant III

• Own and manage client support requests
• Resolve support tickets across core NetSuite modules with accuracy and timeliness
• Partner with Senior Consultants and cross-functional teams
• Collaborate with internal delivery teams
• Provide timely, professional communication with clients
• Document all issues, actions, and resolutions
• Contribute to solutioning sessions, testing, validation, and deployment of NetSuite configuration changes
• Support the development of internal documentation and process improvements
• Proactively monitor and prioritize tickets

• Serve as the first line of support for client inquiries, requests, and tickets
• Triage and prioritize incoming issues, assigning or escalating them appropriately based on type, severity, and SLA guidelines
• Assist with basic NetSuite troubleshooting, configuration lookups, permission errors, navigation issues, data corrections, and data validation
• Collaborate with fellow support team members to document solutions, client interactions, and best practices
• Contribute to knowledge-sharing initiatives, including updating internal documentation, enhancing client-facing resources, and participating in learning sessions
• Monitor support queues and ensure timely follow-up on all issues, driving resolution in line with client expectations
• Support testing activities for configuration changes, enhancements, and system updates
• Take part in team meetings, mentorship opportunities, and product training to continually strengthen your NetSuite and consulting expertise

Support Consultant I/II

• Simultaneously manage and support 5-6 client projects or engagements
• Collaborate with senior consultants to understand, validate, and document client business requirements, aligning them with NetSuite functionality
• Contribute to all phases of NetSuite implementation, including requirements gathering, documentation, buildout, validation/demos, testing, and user training
• Develop expertise in Appficiency's project delivery methodology and ensure its effective application
• Deliver comprehensive solutions by engaging in requirements gathering, documentation, system buildout, testing, and end-user training
• Regularly communicate with senior executives and functional leaders to ensure project alignment and success
• Gain proficiency in the NetSuite application, its capabilities, and industry-standard business practices
• Identify non-standard business processes and recommend effective solutions
• Assist clients in designing and implementing their enterprise architecture
• Participate in the design, build, and testing of integrations between clients' business systems
• Resolve and provide innovative solutions to any NetSuite issues that clients may encounter
• Provide ongoing support for integration projects to ensure long-term client success.

Product Support Engineer

Executive Vice President, Global Sales

Support Consultant III

Support Consultant III

Support Consultant I/II

Support Consultant I/II

Strategic Business Consultant III