Customer Support Analyst (Nesuite)

Application Deadline: 16 August 2025

Department: Services

Employment Type: Full Time

Location: Manila

Reporting To: Carol Medel

Compensation: ₱45,000 - ₱55,000 / month

Description

Gappify is looking for a Customer Support Analyst to help our customers thrive and succeed in our next-generation accounting automation platform. The position is responsible for fielding, routing, researching, and resolving customer support tickets received from our Support Portal and email. The right candidate for this role will be an individual who is reliable, dependable, organized, and possesses
a natural passion for providing excellent support to others. We are looking for someone who is highly
motivated and can adapt, keep pace, and flourish in an innovative startup environment. This requires being open, compassionate, and understanding. Teamwork is a must!

What You Will Do:

● Serve as the first point of contact for all customer support inquiries (via JIRA and email). Based on
the inquiry type, follow the appropriate documented Gappify procedures (e.g., customer follow-up
emails/communications, update Gappify configuration changes, etc.).
● Provide timely updates and visibility to customers and track down appropriate cross-functional
colleagues to ensure they are maintaining their respective SLAs.
● Read, understand, and analyze client processes as per the business rules.
● Partner with other Gappifornians to maintain and update customer support procedures and
documentation.
● Problem-solving skills, organizational skills, and the ability to exercise sound judgment in any
customer service scenario.
● Assist with initial configuration and/or review of new customer implementations.
● Prepare various customer support and ticket reports for management in a timely and regular
manner.
● Assist with simple post-go live configuration requests and troubleshoot simple technical issues.
● Prepare weekly customer support reports for management.
● Work closely with management and Training Lead on process and system improvements.
● The ability to interpret simple integration flows in Celigo and NetSuite Saved Searches, or
equivalent is preferred.
● Knowledge of Amazon S3, SES, and OKTA is preferred.

What You'll Bring to the Team:

● At least 4 years of work experience in a customer support-related role
● Willing to work on rotating shifts and holidays
● Intermediate-to-advanced Microsoft and Google Documents/Sheet skills are required
● Strong written and verbal communication skills are required
● Strong proficiency in Excel and its various functions and features.
● Attention to detail, following department policies and procedures
● Familiar with ticket process using Jira or equivalent is preferred
● Familiarity with at least one or more of the following accounting applications: NetSuite, Expensify,
Coupa, Bills.com, Adaptive Planning, ADP, Oracle, and Workday is preferred
● Bachelor's Degree in Finance/Accountancy/Banking or equivalent is preferred

Job Benefits

Gappify is an equal opportunity employer and strongly encourages people of all backgrounds to apply for positions for which they are qualified. We proudly welcome unique perspectives and do not tolerate any form of discrimination.

Gappify offers full-time Philippine employees HMO coverage on Day 1, paid time-offs, and subsidies for Medical Coverage and Learning and Development.