[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. NMB Solutions is a Microsoft Dynamics 365 Partner specializing in shipping solutions integration. They are seeking a Customer Support Specialist responsible for providing ongoing technical support, troubleshooting customer issues, and ensuring exceptional customer satisfaction. Responsibilities Create service tickets for incoming customer and internal user requests using our ticketing system (Jira) Provide rapid response and ongoing technical support to NMB customers by identifying, troubleshooting, and resolving their technical problems Proactively address, investigate, and resolve time-sensitive support cases while ensuring exceptional customer satisfaction Serve as the lead contact for daily customer support interactions Diagnosis, research, and analyze customer issues and requests Update our internal databases with information about technical issues and useful discussions with customers using Jira and Confluence Provide high quality customer service by prioritizing and escalating issues when needed—keeping customers informed of progress Take ownership of customer’s technical issues and see problems through to resolution Provide authentic, informed, human interactions with our customers Identify customer needs and help guide customers towards utilizing specific features Responsible for resolving support tickets according to our service level agreements (SLA) Implement and maintain our customer service self serve Jira portal Own the relationship with customers, software providers, and carriers Develop and maintain customer support best practices, document procedures, standards and internal training materials Actively seek ways to improve business processes and interactions Collaborate with team members to determine best practices and client requirements for software Related duties and responsibilities, as required Skills 1-3 years of experience in customer support Proven technical experience in a similar role Must have direct experience working with clients Must have strong communication skills, including clear and concise written correspondence and effective support via remote calls Computer science background (college degree or more) Proven experience with very strong knowledge using Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams) High degree of accuracy and attention to detail College diploma or higher is preferred in related discipline Fluent in English is required – Oral/Written Any experience with Microsoft 365 apps and tools Any experience with Microsoft D365 for Finance, Operations or Supply Chain Any experience with Jira, Jira Service Desk, Confluence Any experience with E2Open formerly known as BluJay products such as Parcel, Clippership, TMS for Shippers, Denied Party Screening Any experience with logistics operations in an enterprise setting (shipping packages, warehouse management, planning, purchasing…) Benefits Competitive work and benefits package Company Overview NMB Solutions is a global leader in Supply Chain and Compliance solutions for Dynamics 365 Finance & Supply chain, dedicated to helping companies around the world manage, optimize, and streamline their supply chain operations, supporting their journey to more profitable growth and higher customer satisfaction. It was founded in 1998, and is headquartered in Ottawa, Ontario, CAN, with a workforce of 11-50 employees. Its website is