Note: The job is a remote job and is open to candidates in USA. NMB Solutions is a Microsoft Dynamics 365 Partner specializing in shipping solutions integration. They are seeking a Customer Support Specialist responsible for providing ongoing technical support, troubleshooting customer issues, and ensuring exceptional customer satisfaction.
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 their technical problems
- Proactively address, investigate, and resolve time-sensitive support cases while ensuring exceptional 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
- Provide high quality customer service by prioritizing and escalating issues when needed—keeping customers informed of progress
- Take ownership of customer’s technical issues and see problems through to resolution
- Provide authentic, informed, human interactions with our customers
- Identify customer needs and help guide customers towards utilizing 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
- 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
- Related duties and responsibilities, as required
Skills
- 1-3 years of experience in customer support
- Proven technical experience in a similar role
- Must have direct experience working with clients
- Must have strong communication skills, including clear and concise written correspondence and effective support via remote calls
- Computer science background (college degree or more)
- Proven experience with very strong knowledge using Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams)
- High degree of accuracy and attention to detail
- 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 Service Desk, Confluence
- Any experience with E2Open formerly known as 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…)
Benefits
- Competitive work and benefits package
Company Overview
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