Customer Support/Implementation Specialist

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 looking 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.

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

Reporting to the Director of Technical Services, the Customer Support/Implementation Specialist is responsible for assisting with the installation and customization of software, providing ongoing technical support to NMB customers, support all aspects of client implementations and diagnose, research, and analyze customer issues and requests. This position requires an individual who is a self-starting problem solver, who is self motivated and takes initiative to drive success.

• High degree of accuracy and attention to detail
• 1-3 years of experience in customer support
• Must have direct experience working with clients
• Proven experience with very strong knowledge using Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams).
• Computer science background (college degree or more)
• Proven technical experience in a similar role
• Previous experience with implementation projects

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

• Forward looking thinker, who actively seeks opportunities and proposed solutions
• Resourceful team-player, 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
• Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with attention to detail
• Demonstrated proactive approaches to problem-solving with strong decision-making capability
• Expert level written and verbal communication skills
• Emotional maturity
• Excellent analytical and problem-solving skills and an ability to understand problems
• Strong interpersonal skills and the ability to build relationships
• Strong documentation and procedural skills in writing and maintaining procedures

• Any experience with Microsoft 365 apps and tools
• College diploma or higher is preferred in related discipline
• Any experience with Jira, Jira Service Desk, Confluence
• Any experience with Microsoft D365 for Finance, Operations or Supply Chain
• Fluent in English is required – Oral/Written.
• Any experience with BluJay products such as Parcel, Clippership, TMS for Shippers, Denied Party Screening
• Any experience with logistics operations in an enterprise setting (shipping packages, warehouse management, planning, purchasing…)

We thank all applicants for their interest in NMB Solutions. Unfortunately, due to the number of applications we receive, only those selected for interview will be contacted. However, all applications will be considered for future opportunities.

Job Type: Full-time, work from home

Salary: $50,000-60,000 /year (based on experience)

Remote work incentive benefit: $5,000/year (added to base salary)

Canada, Work from home