Senior Support Specialist

Job Description 

The Senior Support Specialist works directly with both Cloud and On-Premise customers providing application support for Microsoft Dynamics ERP & CRM solutions and projects. The Support Specialist also prepares training documentation and conducts training sessions.

This position requires a thorough knowledge and understanding of accounting systems and the ability to diagnose and resolve application errors, which sometimes requires working with other internal and external resources to coordinate additional and escalated support.  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. Remote work possible.

Responsibilities

  • Respond to incoming phone call and email support requests using case management system.
  • Document cases and assign to others, as appropriate.
  • Application support for products such as Dynamics GP, Dynamics NAV, Dynamics 365 Business Central, Dynamics CRM/365 for Sales, Management Reporter, Jet Reports, and BI 360.
  • User account management.
  • Work with clients to define and investigate system questions and/or issues.
  • Apply both technical skills and business training to answer questions and/or solve issues.
  • Coordinate escalation of issues.
  • Document new issues and resolution.
  • Assist with creating and maintenance of internal and external product documentation.
  • Assist in testing of customizations and products.
  • Assist in testing of 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.

Position Requirements

  • Exceptional customer service orientation
  • At least 5 years of experience with Microsoft Dynamics GP – General Ledger, Purchasing and Sales.   Experience with additional modules is a plus.
  • Great communication, people management and problem-solving skills
  • Highly self-motivated and self-directed
  • Friendly phone presence
  • Able to manage and prioritize a queue
  • Keen attention to detail
  • Able to work in fast-paced environment running multiple tasks under tight deadlines
  • Experience working in a team-oriented, collaborative environment
  • Experience with SQL Queries is a plus
  • Experience with Microsoft Dynamics NAV, Business Central, CRM, and/or 365 for Sales is a plus
  • Bachelor’s Degree preferred

 

Company Description 

Small and midsize businesses have turned to SMB Suite for more than 25 years to implement a low cost financial accounting and ERP software platform. 

All of our solutions are fully integrated, allowing customers to start with our robust financial accounting solution, and then add on CRM functionality, Managed IT Services, CPQ and powerful business intelligence capabilities and pre-built reports.  Our easy to understand subscription model serves growing businesses by providing a holistic suite of supported solutions for a customized monthly fee so that your technology helps your business grow. 

At SMB Suite, we don’t think of ourselves as a software sales and implementation business. We’re a platform company dedicated to providing the best solutions for small and medium-sized businesses that want to leverage the right technologies to help them grow. By developing modular, turnkey solutions for our partners, we help them find efficiency and success, every time. 

Apply for this position:

If you think you’d be a good fit, please fill out the following form to apply for this job opening. You can alternately send your resume to careers@smbsuite.com. We look forward to meeting you!

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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.

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