Application Support Specialist

Company Description

SMB Suite is built on the proven Microsoft products you already use – get all the capabilities of Microsoft Dynamics ERP, CRM, Office, Teams, and Azure in one easy, safe, and affordable subscription solution.

Our mission is to make business life easier.  We help take the pain out of software purchases, implementations, upgrades, and management for growing businesses worldwide.

Position Overview

The Application Support Specialist works directly with both Cloud and On-Premise customers providing application support for Microsoft Dynamics ERP & CRM solutions and projects.  This role will be expected to exhibit the SMB Suite Core Values:  Eager to Help, Resourceful, Tenacious, Wants it to be Right, and Trustworthy.

This position requires a general understanding of accounting and accounting systems and the ability to work both independently and in a team setting, demonstrating flexibility and adaptability in a fast-paced business environment.  A successful candidate will have superior analytical and problem-solving skills, high customer satisfaction standards, and timeliness.

SMB Suite is based in the Dallas-Fort Worth Area.  Working remotely is possible.

Required Knowledge, Skills and Abilities:

  • Associate’s or bachelor’s degree, ideally in Accounting or Computer/Management Information Systems
  • Basic understanding of accounting
  • Able to learn, understand and apply new technologies
  • Ability to manage and prioritize a queue
  • Ability to investigate, document and research an issue to determine the root cause
  • Friendly phone presence and exceptional customer service orientation
  • Great communication, people management and problem-solving skills
  • Ability to work well with people in all levels of the organization
  • Highly self-motivated and self-directed
  • Able to work in fast-paced environment, performing multiple tasks under tight deadlines.

Work Schedule:

  • Monday through Friday, 9 am to 6 pm Central, with possible after hours
  • On Call rotation for 2 weeks (approximately every other month)

Preferred Qualifications:

  • Basic understanding of SQL Queries and relational databases.
  • Experience with Microsoft Dynamics GP, NAV, Business Central, CRM, and/or 365 for Sales

 

Responsibilities

  • Application support for products such as Dynamics GP, Dynamics NAV, Dynamics CRM/365 for Sales, Dynamics 365 Business Central, Management Reporter, Jet Reports, BI 360, PowerBI, and third-party applications associated with these applications
  • First point of contact for all incoming support requests via phone, email and customer portal using case management system and remote assistance tools.
  • User account management.
  • Work with clients to define, triage and investigate system questions and/or issues.
  • Apply both technical skills and business training to answer questions and/or solve issues.
  • Research and collect additional information needed to resolve or escalate issues.
  • Coordinate escalation of issues.
  • Document resolutions and update existing documentation with relevant information.
  • Assist with creating and maintaining internal and external product documentation.
  • Assist in testing of customizations, products, and upgrades.
  • Identify potential software or service opportunities for clients.
  • Maintain a utilization rate as determined by SMB Suite Management.
  • Maintain a customer satisfaction rate as determined by SMB Suite Management.

Core Values – Successful SMB Suite Team Members have the following in common:

  • Eager to Help
    • Desire to assist the team where applicable
    • Project an attitude of collaboration and partnership to solve problems and serve our customers
  • Resourceful
    • Ability to leverage available resources to solve problems and find answers
    • Willingness to invest time in learning new skills applicable to the role and career path
  • Tenacious
    • Exhibit a determination to “stick with” a task or project until completion
    • Readiness to pursue an answer or resolution proactively
  • Wants it to be Right
    • Enthusiastically work towards the “best” answer, versus “an” answer
    • Desire to handle problems and tasks meticulously
  • Trustworthy
    • Consistently delivering on commitments made to the team and customers
    • Consistently set realistic expectations and deliver timely updates when new realities arise.

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    Steve’s been with SMB Suite since 1998 and has been involved with nearly every aspects of the Company’s business as a strategist, professional services executive, cloud solutions architect, and senior consultant. In his current role, Steve is responsible for SMB Suite’s revenue and oversees the execution of ERP, CRM and BI projects for customers across a broad range of industries. Steve combines his expertise in MS Dynamics GP, CRM and other Microsoft products with a strong foundation in accounting and business to identify gaps and streamline customers’ processes. Prior to co-founding SMB Suite, Steve was previously Corporate Controller for MEHLE Behr and, prior to that, Audit Senior for Ernst & Young. Steve holds a Bachelor of Business Administration degree from the University of Texas at Arlington.

    Jeremy is responsible for SMB Suite’s technology vision, strategy and implementation and is the architect of the Company’s Dynamics Cloud Platform. Highly adept in every facet of managed services, ERP systems and e-commerce platforms, Jeremy’s expertise spans the implementation and support of business and financial software solutions, as well as the customization and integration of SMB Suite’s cloud ERP technology stack. He holds numerous Microsoft and industry-related certifications, and was primarily responsible for designing the Company’s progressive business services platform in the early days of the Cloud. Prior to SMB Suite, Jeremy served as the financial analyst, systems administrator, and information systems liaison for a $2 billion financial services corporation.

    Monty is responsible for SMB Suite’s day-to-day operation and, most importantly, its customers. As a leader, motivator and mentor, Monty creates loyal high performance teams willing to “walk through walls” to accomplish their goals. Prior to SMB Suite, Monty served as President of The Bradshaw Group (TBG), a global distributor, manufacturer, and repair facility for digital printers. In this role, he was the Company’s ambassador to its most important domestic, European and Latin American customers and TBG achieved a best-in-class Net Promoter Score of 74 for its superb customer satisfaction. Prior to TBG, Monty served as the General Manager of Sam’s Clubs three highest grossing U.S. stores and was named Regional Operator of the Year in 1999. Monty holds a BBA in Marketing from Texas Tech University and is an active member of Business Navigators. He has been active in Vistage International, Executives in Action, the Dallas/Fort Worth Retail Executives Association, as well as, A.P.I.C.S., the leading professional association for supply chain and operations management. Monty also volunteers with Hunger Busters and ManeGait, a therapeutic horsemanship organization.

    David is a proven financial and information technology professional with expertise in providing business accounting software and computing solutions. He began his career by starting and managing a successful independent consulting practice for several years. He then launched the local systems consulting unit of Ernst & Young’s Entrepreneurial Services Group, leading the office into the hi-tech consulting arena. After successfully developing the unit for Ernst & Young, David founded NextCorp (which became SMB Suite in 2013) to serve the business software needs of clients throughout the US. David has made SMB Suite one of the best cloud ERP providers in the industry. In addition to being a successful entrepreneur and leader, he is a software and technology specialist, holding certifications in various Microsoft and other technologies.