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ERP Technical Support Specialist

2 weeks ago

Ottawa, Ontario, Canada Catapult ERP Services Inc. Full time

**About Us**

Catapult ERP Services Inc. is a dynamic organization providing top-notch Microsoft Dynamics 365 solutions to clients worldwide.

We are seeking an experienced Dynamics 365 Support Consultant to join our team of experts.


As a key member of our support team, you will be responsible for delivering exceptional technical support and guidance to our clients using Microsoft Dynamics Customer Engagement and/or Business Central.

Your expertise in supporting D365 configurations, development, and integrations will play a crucial role in ensuring seamless delivery and customer satisfaction.

You will work closely with clients, internal teams, and third-party vendors to enhance, optimize, and troubleshoot the capabilities of D365 CE and/or Business Central solutions.


Key Responsibilities:

  • Triage and manage customer support requests effectively
  • Identify work order requests and collaborate with the support lead to deliver these requests
  • Provide superior technical support and guidance to internal teams and clients
  • Diagnose problems and provide suitable solutions within defined service level agreements (SLAs)
  • Troubleshoot and resolve issues related to D365 Solutions including CE, Business Central, and Power Platform functionalities, configurations, and integrations
  • Collaborate with clients to understand their business processes, identify pain points, and suggest improvements or workarounds
  • Document and track development specifications and resolutions in a comprehensive and accurate manner
  • Collaborate with internal teams, including consultants and project managers, to resolve complex issues and develop new capabilities
  • Coordinate with third-party vendors, such as software developers and system integrators, to troubleshoot and resolve integration issues
  • Maintain up-to-date knowledge of the latest releases, updates, and features of Microsoft D365 Business Central, D365 CE, Power Platform, and related technologies
  • Continuously improve technical support processes, documentation, and knowledge base to enhance efficiency and support development operations
  • Contribute to Marketing Activities


**Requirements:**

  • Bachelor's degree in Computer Science, Application Development, or a related field (or equivalent experience)
  • In-depth knowledge of Microsoft Dynamics 365, configurations, and integrations, or business operations specifically accounting offices
  • Strong problem-solving and analytical skills with the ability to quickly understand complex systems and workflows
  • Excellent communication and interpersonal skills to effectively interact with clients, colleagues, and third-party vendors
  • Ability to work independently and handle multiple priorities in a fast-paced environment
  • Strong customer service orientation and a commitment to providing a positive support experience
  • Microsoft certifications related to Microsoft D365 and D365 CE Development, Solution Architecture