Customer Support/implementation Specialist - Remote, Canada - NMB Solutions Inc.

Description

About NMB Solutions
NMB Solutions is a Microsoft Dynamics 365 Partner.

Founded in 1998, NMB specializes in high volume parcel shipping, transportation management and shipping compliance solutions integration for Microsoft Dynamics AX and D365 Finance and Operations.

We are experiencing unprecedented growth and are looking for dynamic, engaged individuals to aid us in our goal of becoming the global leader in shipping integration for Microsoft Dynamics 365.

While we are based in Ottawa, our customer base is global.

We are completely remotely based, and we are looked for team members who can work independently from a home office environment.

You need to be self-motivated and self-disciplined, with the ability to work to deadlines instead of a time clock.

NMB Solutions believes strongly in work-life balance. The team have their specific responsibilities, but we all work to support each other when the need arises. We are extremely customer focused, striving to exceed our customer's expectations with each implementation and with our ongoing support. We offer a competitive work and benefits package.

If you live in Canada and are a Canadian citizen or permanent resident; have access to high-speed Internet; would like the opportunity to work from home; enjoy having flexibility in your work hours; and want to be part of a rapidly growing company with strong values; please check out the job description below.

Customer Support/Implementation Specialist
NMB Solutions is looking for a Customer Support/Implementation Specialist.


Required skills / Experience

• 13 years of experience in customer support
• Previous experience with implementation projects
• Proven technical experience in a similar role
• Must have direct experience working with clients
• Computer science background (college degree or more)
• Proven experience with very strong knowledge using with Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams).
• High degree of accuracy and attention to detail

Job Duties/Responsibilities

• Create service tickets for incoming customer and internal user requests using our ticketing system (Jira)
• To provide rapid response and ongoing technical support to NMB customers by identifying, troubleshooting, and resolving their technical problems
• Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction
• Serve as the lead contact for daily customer support interactions
• Diagnosis, research and analyze customer issues and requests
• Update our internal databases with information about technical issues and useful discussions with customers using Jira and Confluence
• Prioritize and escalate issues when needed and keep customers informed of progress
• Provide high quality customer service
• Take ownership of customer's technical issues and see problems through to resolution
• Provide authentic, informed, human interactions with our customers
• Identifying customer needs and helping customers use specific features
• Responsible for resolving support tickets according to our service level agreements (SLA)
• Implement and maintain our customer service self serve Jira portal
• Own the relationship with customers, software providers, and carriers
• Implement all site procedures and ensure configurations are according to task list
• Develop and maintain implementation best practices, document procedures, standards, best practices, configuration settings and sequences
• Act as a key role within the implementation projects
• Learning new releases and functionality in preparation for the next implementation
• Actively seek ways to improve business software processes and interactions
• Collaborate with team members to determine best practices and client requirements for software
• Related duties and responsibilities, as required.

Assets

• Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with attention to detail
• Strong interpersonal skills and the ability to build relationships
• Strong documentation and procedural skills in writing and maintaining procedures
• Excellent analytical and problemsolving skills and an ability to understand problems
• Expert level written and verbal communication skills
• Demonstrated proactive approaches to problemsolving with strong decisionmaking capability
• Emotional maturity
• Resourceful teamplayer, with the ability to be effective independently
• Proven ability to be adaptable to various competing demands and demonstrates a high level of client service and response
• Forward looking thinker, who actively seeks opportunities and proposed solutions

Preferred Qualifications

• College diploma or higher is preferred in related discipline
• Fluent in English is required
• Oral/Written.
• Any experience with Microsoft 365 apps and tools
• Any experience with Microsoft D365 for Finance, Operations or Supply Chain
• Any experience with Jira, Jira Se