About NMB Solutions NMB Solutions is a Microsoft Dynamics 365 Partner founded in 1998. We specialize in high-volume parcel shipping, transportation management and shipping compliance solutions integration for Microsoft Dynamics D365 Finance and Operations. We are experiencing unprecedented growth and are looking for dynamic, engaged individuals to help us become the global leader in shipping solution integration for Microsoft Dynamics 365. Job Overview While we are based in Ottawa and our customer base is global, we are completely remote-based. We are looking for team members who can work independently from a home office environment. The ideal candidate needs to be self-motivated and self-disciplined, with the ability to work to deadlines instead of a time clock. We believe strongly in work-life balance and collaborate to support one another whenever needed. We are extremely customerfocused, striving to exceed our customers expectations with each implementation and ongoing support. Benefits We offer a competitive work and benefits package. Responsibilities Create service tickets for incoming customer and internal user requests using our ticketing system (Jira). Provide rapid response and ongoing technical support to NMB customers by identifying, troubleshooting, and resolving technical problems. Proactively address, investigate, and resolve timesensitive support cases while ensuring exceptional customer satisfaction. Serve as the lead contact for daily customer support interactions. Diagnose, research, and analyze customer issues and requests. Update internal databases with information about technical issues and useful discussions using Jira and Confluence. Provide highquality customer service by prioritizing and escalating issues when needed, keeping customers informed of progress. Take ownership of customers technical issues and see problems through to resolution. Provide authentic, informed, human interactions with our customers. Identify customer needs and help guide customers toward utilizing specific features. Resolve support tickets according to our service level agreements (SLA). Implement and maintain our customer service selfserve Jira portal. Own the relationship with customers, software providers, and carriers. Develop and maintain customer support best practices, document procedures, standards and internal training materials. Actively seek ways to improve business processes and interactions. Collaborate with team members to determine best practices and client requirements for software. Required Skills / Experience 13 years of experience in customer support. Proven technical experience in a similar role. Direct experience working with clients. Strong communication skills, including clear and concise written correspondence and effective support via remote calls. College degree or higher in computer science or related discipline. Proven experience with Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams). High degree of accuracy and attention to detail. Preferred Qualifications College diploma or higher is preferred in a related discipline. Fluent in English (oral and written). Experience with Microsoft 365 apps and tools. Experience with Microsoft D365 for Finance, Operations or Supply Chain. Experience with Jira, Jira Service Desk, Confluence. Experience with E2Open formerly known as BluJay products such as Parcel, Clippership, TMS for Shippers, Denied Party Screening. Experience with logistics operations in an enterprise setting (shipping packages, warehouse management, planning, purchasing). Salary & Work Type Salary Range: $50,000$65,000. Job Type: Fulltime, work from home, Canada. #J-18808-Ljbffr
Job Title
Customer Support Specialist