Job Description
- Diagnosing and solving customer software issues in relation to Microsoft Dynamics Business Central (NAV) and its associated components (e.g. Add-on, integration, Jet Reports, etc.)
- Monitor inbound support requests and provide telephone, email, or remote screen sharing support to customers
- Document issues and resolution including all interactions with customers using an online ticketing system (evodesk) based on Service Level Agreements
- Liaise with consultants, developers, managers, and software vendors for any product issues
- Contribute to knowledge base library by creating KB articles, blog post, release notes and change documents
- Capture all support calls and ensuring time spent are recorded
Minimum Qualifications
- A minimum of 3 years experience with Microsoft Dynamics Business Central (NAV) in a helpdesk support, consulting, or end user role
- Strong functional expertise in core Microsoft Dynamics Business Central modules and business analysis skills
- Excellent English verbal and written communication and problem solving skills
- A highly developed sense of integrity and commitment to customer satisfaction
- Experience with end user training
- Flexible hands on work attitude and ability to maintain consistent level of performance on multiple clients tasks and issues
- Excellent PC skills including competency in the use of the Microsoft Office suite and Windows operating system
- Knowledge of 3rd party products such as SQL, Jet Reports, PowerBI, Microsoft 365, and payroll concepts is an advantage
- Strong negotiation ability
- Strong attention to detail
