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Intermediate Helpdesk Agent

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Brantford ON, Canada OpenDoor Technology Inc. Full time

Job SummaryAs an Intermediate Help-desk Agent, you will be a vital part of our support team, assisting clients with technical issues related to Microsoft 365 and Dynamics 365 Business Central. This role requires an understanding of Business Central (with the opportunity to grow in knowledge via training) and the ability to provide top-notch customer service. Primary ResponsibilitiesProvide exceptional customer support via phone, email, and chat, maintaining a high level of professionalism.Act as first contact for incoming requests via phone, Teams, email and our help-desk portal.Acknowledge receipt of all requests.Respond to, prioritize, and triage tickets.Gather and log detailed information, investigate requests, and confirm user needs.Research, analyze and resolve the requests or connect the end-user with the best person or resource to resolve their need quickly and efficiently.Collaborate with team members to share knowledge and escalate requests when expert guidance is needed.Communicate with users and team members to provide status updates and ensure follow-through up to the resolution of request.Maintain knowledge base and help-desk portal information.Provide feedback to the team to continuously improve client services and satisfaction.Diagnose and resolve technical issues related to Microsoft Dynamics 365 Business Central promptly and effectively.Assist customers with licensing and ordering questions post sale via our e-commerce customer portal.Collaborate with team members to tackle complex problems and find innovative solutions.Document and track support requests and resolutions in our ticketing system.Continuously update their knowledge of Microsoft 365 and Dynamics 365 Business Central and related technologies to stay current in a rapidly evolving field. QualificationsExperience with Microsoft Dynamics 365 Business Central, ideally as a consultant/implementer and/or as a key user providing support.At least 2 years of experience within software technical support/help-desk within Microsoft 365 Business Central or another ERP.Experience with ticketing systems such as Freshdesk. Personal CharacteristicsAbility to work a varied work schedule to meet client demands.Strong troubleshooting and problem-solving skills.Excellent communication skills, both verbal and written.Attention to detail and quality while coordinating and prioritizing multiple tasksProblem-solving and results-driven mindset to analyze and resolve requests.Ability to work independently and manage your workload efficiently.Eagerness to learn and adapt to new technologies, as there is a steep learning curve.High level of integrity and commitment to maintaining client confidentiality. Why Open Door Technology? Mentorship with seasoned experts.Competitive salary.Opportunities for professional growth and advancement.Collaborative and supportive team environment.Access to the latest training and certification programs.Work with a diverse range of clients and gain valuable experience.About USOpen Door Technology is a dynamic and innovative Microsoft business solutions provider committed to empowering businesses with cutting-edge technology. We are seeking a motivated and skilled Intermediate Help-desk Agent with a passion for Microsoft Dynamics 365 Business Central to join our team. This is a fantastic opportunity to work with a range of global clients and expand your expertise in the fast-paced world of Microsoft solutions