• Provides dedicated first-line support for the NetSuite helpdesk queue • Delivers timely and high-quality assistance to users • Independently manages day-to-day support requests • Troubleshoots functional issues • Serves as a reliable extension of the internal team while supporting ongoing business operations

Title: Technical Support Agent, Tier 1 Location: United States Department: Customer Support Reports To: Director, Technical Support Supervisory Responsibilities: NA Job Category: Customer Support Requisition Number: TECHN001543 FLSA Status: Hourly Job Type: Full-time US Remote Job Description: Overview: The Technical Support Agent is responsible for providing exceptional customer service while helping external customers identify and resolve technical application issues for our suite of products through all means available (i.e. phone, email, chat, etc.). The TSA will be included on the on-call rotation of a week (Once every 4-5 weeks) for emergency after-hours support line. The agent is responsible for the case management in our CRM system as appropriate. This individual must be detail oriented and possess a strong technical interest. Key Responsibilities: - Facilitate communication between One Inc Support and customers regarding open cases - Troubleshoot technical problems and answer support questions for One Inc. products - Create, update, and close their CRM tickets as appropriate - Escalate complex, difficult, or complaint calls to a Tier II Technical Support Engineer or Manager and/or other internal resources necessary - Clearly articulate technical issues, solutions, and activities to colleagues and clients - Investigate bugs, support, change, and/or features requests by gathering business and technical requirements - Creation and review of knowledge base articles for reference by other team members - Work in team environments that span functional and geographic boundaries - Build strong, trustful relationships with customers - Other duties assigned as necessary Skills: - Excellent attention to detail, strong investigative skills and exceptional analytical skills - Solid time-management skills - Strong interpersonal skills and the ability to adapt in a complex and changing environment - Excellent verbal and written communication skills - Excellent customer service ability that results in trust and long-standing relationships with our customers - Demonstrated ability to prioritize and multi-task in a deadline driven, high pressure environment - Must be team oriented with the ability to work independently and have the flexibility to work on holidays and weekends as needed Preferred Skills: - Business to business external customer support - SaaS support experience - Insurance industry experience dealing with a policy and/or agency management system - Exposure to PCI compliance standards and software development lifecycles - Have any/ all of the following experience using: Salesforce, JIRA, and AHA experience a plus. Education & Experience: - Bachelor's Degree in Computer Science, Information Systems, or 2+ years of technical support or equivalent software application experience - Proven work experience in a similar role, - insurance or payments industry experience preferred Desired Traits: - Action Oriented, Growth Mindset, Positive Outlook, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development Physical Demands: The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Environment: Standard indoor office setting; exposure to computer screens. Physical: Requires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed. Vision: See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents. Hearing: Ability to hear in the normal audio range with or without corrections. Company Profile: One Inc provides insurers with the capability to give their customers what they expect: choice, control, convenience, and continuity. That's the strength derived from the Power of One - a cohesive and seamless experience for both inbound and outbound digital insurance payments. The One Inc Digital Payments Platform combines multi-channel digital communications with electronic payment processing and disbursement, creating a frictionless premiums and claims payments experience. As one of the fastest growing digital payments platforms in the insurance industry, One Inc manages billions of dollars per year in premiums and claims payments. Headquartered in Folsom, CA-One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, 401(k) plan, a commitment to a solid work/life balance, and a policy of promoting from within whenever possible. One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.

• Provide extraordinary service for both our Self-Service and Enterprise customers. • Support customers on our various deployment models (Self Hosted, CockroachDB Dedicated and Serverless). • Develop deep technical expertise in CockroachDB and accompanying technologies. • Recognize patterns among customer issues and suggest ways to improve our product and offerings. • Partner with our Documentation, Product, Sales, and Engineering teams to guide those improvements. • Help develop and iterate on our support processes, tooling and systems. • Develop Runbooks & Playbooks for issues you’ve encountered that could reduce time to resolution in the future. • Participate in our Follow-The-Sun model to ensure work continuity beyond your shift for priority tickets. • Reproduce technical issues and work with Engineering to resolve them on behalf of our customers.

Role Description Provides dedicated first-line support for the NetSuite helpdesk queue, delivering timely and high-quality assistance to users. The role independently manages day-to-day support requests, troubleshoots functional issues, and serves as a reliable extension of the internal team while supporting ongoing business operations. Helpdesk Queue Management - Independently own the NetSuite helpdesk ticket queue as primary point of contact for all user-submitted requests. - Triage, categorize, and prioritize incoming tickets; resolve independently where within scope and escalate appropriately where not. - Maintain clear, professional communication with users throughout issue resolution — setting expectations on timelines and next steps. - Track and document ticket status, resolution steps, and outcomes for auditability and knowledge base development. - Meet or exceed defined SLAs for ticket response and resolution. Access & Permissions Management - Process new user provisioning, role changes, and deactivations in NetSuite following approved access control policies. - Validate access requests against role-based permissions frameworks; escalate non-standard or elevated access requests to the Functional Lead for review. - Maintain documentation of role assignments and changes for SOX compliance and audit support. Troubleshooting & User Support - Diagnose and resolve common NetSuite issues including transaction errors, workflow failures, data discrepancies, login issues, and dashboard/reporting problems. - Guide users through system navigation, process steps, and self-service capabilities. - Reproduce issues in the sandbox environment to validate root cause and solution prior to applying fixes in production. - Escalate complex technical issues requiring SuiteScript, integration, or developer involvement to the appropriate internal or third-party resource. Report & Saved Search Building - Build and modify saved searches, reports, and dashboards in NetSuite to fulfill user requests for operational visibility. - Develop standard templates and reusable reporting components where recurring needs are identified. - Validate report logic and output accuracy before delivery; walk users through interpreting and using delivered reports. Documentation & Knowledge Management - Maintain a living knowledge base of common issues, resolutions, access procedures, and how-to guides. - Document all processes in a clear, auditable format accessible to internal stakeholders. - Contribute to user training materials and self-service resources under the direction of the Functional Lead. Escalation & Coordination - Escalate process design questions, workflow configuration changes, and functional enhancements to the NetSuite Functional Lead. - Escalate technical development needs (SuiteScript, custom integrations, advanced automations) to the designated third-party developer resources. - Maintain clear handoff documentation when escalating; do not allow tickets to fall through handoff gaps. - Participate in periodic check-ins with internal team leads to review queue health, escalation trends, and emerging issues. Qualifications - 3+ years of hands-on NetSuite experience in a functional support or administration capacity. - Demonstrated proficiency with NetSuite saved searches, reports, dashboards, and role/permissions management. - Experience troubleshooting NetSuite issues across core modules: GL, AP, AR, Fixed Assets, and/or Project Accounting. - Ability to work independently and manage a ticket queue with minimal daily supervision. - Strong written English communication skills — professional, clear, and user-friendly in all correspondence. - Comfortable operating in a structured escalation model and following defined protocols. Requirements - Familiarity with adjacent financial systems such as NetSuite Planning & Budgeting (NSPB), Avalara, Rillion, or FloQast. - Working knowledge of financial accounting principles (AP/AR cycles, month-end close, reconciliation concepts). - Experience in energy, infrastructure, real estate, or project-based accounting environments. - Exposure to SOX compliance processes or audit support activities. - Basic familiarity with SuiteScript, SuiteAnalytics Workbook, or NetSuite integration platforms (Celigo, Boomi). - Experience with IT helpdesk or ITSM tools (FreshService, ADO, or similar). - Accounting or finance background (degree, certification, or equivalent experience).