Job Number: CCS-BCSS01
Start: June-July
Duration: Permanent, Full-Time, Exempt
Location: Remote, Canada or the United States
The Position
The Solution Support Specialist is integral to delivering exceptional and professional support to our enterprise resource planning customers – specifically for Microsoft Dynamics 365 Business Central and Dynamics NAV. This individual must have a broad range of knowledge and experience in ERP, interpersonal and technical skills necessary to engage problem solving, training and ongoing support.
Reporting to the Practice Lead, Client Support Services, the Solution Support Specialist, D365 BC role is the first point of contact for inbound requests for support and service from clients using D365 BC and the last final escalation point for complex issues, ensuring timely and professional resolution. The role requires prompt, courteous communication with colleagues and clients and the ability to work in a team environment. You will contribute to the success of cases assigned to you and your team – success is measured by client satisfaction, profitability, and team utilization.
As a Solution Support Specialist, you will help foster a collaborative team culture that reflects Encore’s “People Focused. Data Oriented. Results Driven.” values. You will demonstrate a strong track record of proactively mentoring and coaching junior team members, contributing to their development and the overall growth and success of the team. In addition, Encore promotes continuous learning. Therefore, this role will involve ongoing skill and expertise development.
Key Areas of Responsibility
- Participate in all established corporate policies and procedures regarding the Company’s performance management practices and technologies.
- Effectively triage issues by asking targeted diagnostic questions to assess severity.
- Receive, manage and resolve incoming support cases.
- Accurately document the reported cases in Freshdesk.
- Provide basic and advanced training on D365 Business Central.
- Communicate proactively and transparently internally and externally by setting clear expectations around scope, effort, and timelines, and providing regular updates on progress.
- Proactively identify and action improvements in the process and methodologies used by the team and other practices in the organization.
- Handle and resolve escalations from internal and external sources and involve Team Lead if necessary.
- Document and post Knowledge base articles into Freshdesk to assist both internal and external customers in solving issues.
- Set and enforce the standards and professionalism shown by all members of the team.
- Receive and promptly document client reported situations and assign priority for People Focused efforts.
- (As business needs dictate) Provide dispatch assistance, create and dispatch cases to solution specialists based on complexity and skill sets when required.
- Monitor cases, follow up and escalate as required to ensure compliance with response commitments.
- Act as primary liaison between client and Encore to guide clients and new prospects to correct channels within the business.
- Ensure the highest level of client satisfaction through all client-facing interactions.
- Accurately bill time for support interactions.
Desired Skills & Competencies
- Post-secondary education in Business Administration, Information Technology, Technical Writing, Communications, or a related field (Bachelor’s Degree preferred).
- 3+ years proven customer service in fast-paced environment.
- Enterprise Resource Planning (ERP) applications preferably MS Dynamics.
- Customer Relationship Management (CRM) applications preferably MS D365 CE, for recording and tracking client interactions.
- Experience and/or knowledge of Microsoft Dynamics and more specifically D365 Business Central, Microsoft Office, Power Platform (BI, Apps, Flow).
- Experience with Business Central add-ons/ISVs such as Continia, Jet Reporting, etc. considered a plus.
- Willingness to obtain and maintain the MB-800 Microsoft Certification related to D365 Business Central/Commitment to achieving Microsoft Certification within the first six months of employment as needed.
- Advanced proficiency with Microsoft Office products, Windows platforms, Microsoft Office 365.
- Proven expertise in managing and prioritizing multiple support cases and escalations across various channels, including ticketing systems, email, and phone.
- Thorough understanding of software support processes and best practices.
- Experience with ticket management software such as Freshdesk, Zendesk, etc.
- Demonstrated ability to quickly learn and apply knowledge.
- Experience and/or knowledge of generative AI platforms (MS Copilot, OpenAI, ChatGPT, etc) and how they apply to software support.
- Demonstrates interest and hands-on experience with AI technologies, including Microsoft Copilot and ChatGPT, with a focus on leveraging these tools to enhance productivity and problem-solving in personal or professional use.
- Continuously challenges the status quo to identify and implement process improvements.
- Highly reliable and conscientious, consistently meeting expectations and delivering on commitments.
- Exceptional verbal and written communication skills, tailored to diverse audiences.
- Strong problem-solving mindset, leveraging both internal expertise and external resources.
- Effectively prioritizes competing project demands while maintaining client satisfaction and ensuring project profitability.
- Collaborative, enthusiastic, and approachable team player.
- Maintains composure and professionalism in high-pressure or stressful situations.
- Willing and able to travel; valid passport is required.
- Must be resident of Canada or the United States and legally entitled to work in resident country.
- Must be fluent in English – both verbal and written.
