Job Details:
Great Plains Systems Support Specialist
Full Job Description
SUMMARY
The Dynamics Support Specialist will directly interact with IT ensuring the highest level of customer satisfaction through acting as an advocate to resolve issues, and to improve process and the application.
ESSENTIAL DUTIES AND RESPONSIBILITIES
· Provide first level direct support by responding promptly to inquiries
· Helping with day-to-day troubleshooting tasks needed to assist “customer” with our ERP system.
· Daily coordinate and report to the IT Project Manager to establish goals, understand job tasks, and feedback for improvement.
· Handle incoming support issues via a ticketing system and telephone
· Participate in and manage customer support-focused projects
· Proactively address daily operational concerns in a fast-paced entrepreneurial environment
· Become highly proficient with using Microsoft Dynamics AX.
· Troubleshoot and analyze application-related issues and solve problems.
· Establish and maintain a positive and professional relationship with “customers”.
· Analyze customer's business systems and technical requirements and deliver appropriate solutions.
· Provide continuing education to “customer” on how to effectively use Microsoft Dynamics AX products for their businesses applications.
· Ensure timely resolution of customer issues, escalating when necessary.
· Participate in individual or team projects, as needed, to expand support offerings.
· Document “customer” inquiries and reported problems and provide feedback and resolutions implemented.
· Collaborate with other cross-functional team members to discuss “customer” issues and resolutions and to share best practices.
· Answer support calls and either resolve or dispatch to the appropriate party.
· Monitor help desk ticketing system and work directly with “customers” to resolve tickets.
· Provide end-user software troubleshooting and support.
· Maintains current knowledge of relevant technologies as assigned.
· Participate in special projects and system testing as required
· Performs other duties as assigned
QUALIFICATIONS
· Previous customer support experience in a Software Support/Application Support environment is preferred
· Experience troubleshooting business software products a plus
· A minimum of two years demonstrated help-desk/customer service experience required
· Knowledge of Microsoft Dynamics AX is a bonus.
· Working with cloud-based software is also a plus.
· Intermediate computer skills (i.e. Word, Excel, PowerPoint and Outlook)
· Must have technical support experience
SKILLS AND ABILITIES
· Excellent work ethic and customer service orientation
· Ability to prioritize tasks and sequence work to deliver best possible service with resources available
· Ability to deliver quality service and problem solving skills and communicate complicated concepts in a concise and articulate way.
· Ability to communicate technical information and processes to non-technical audiences
· Must be comfortable with troubleshooting software, computer, and other IT related problems (ERP / accounting software systems like Dynamics AX, Dynamics NAV, SAP, Oracle EBS, JD Edwards
Please forward your resume in word format to kevin@libertyjobs.com
Kevin McCarthy
484.238.1949
kevin@libertyjobs.com
http://www.linkedin.com/pub/kevin-mccarthy/0/521/133
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