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Job Description: Microsoft Dynamics NAV Customer Service Representative

Job Description

The main mission of the Customer Service Representative role is to triage and solve client problems. Customer Service is often the entry point for our clients to report problems or initiate requests, and our Customer Service team is front-line critical in the overall experience and satisfaction of each client. ArcherPoint prides itself in delivering clients with amazing services which is critical on the Customer Service team. As a member of the ArcherPoint Customer Service team, you will be working with our clients to evaluate and resolve issues associated with their Microsoft Dynamics NAV system. The issues reported to the customer service team can be related to software or hardware and include all versions of Microsoft Dynamics NAV. The successful Customer Service Representative candidate will work with clients to narrow down the area of concern and resolve the problem, if possible, or work with other ArcherPoint team members to resolve the problem.

Duties and Responsibilities

  • Professionally handle incoming requests from clients and ensure that issues are resolved both promptly and thoroughly
  • Thorougly and efficiently gather and research client information to resolve issues and educate the client when applicable
  • When needed, identify other ArcherPoint resources to work with clients to resolve issues and to facilitate knowledge transfer to the new resource to ensure a positive experience for the client
  • Troubleshoot client issues online and over the phone
  • Maintain a balance between company needs and client benefits in decision-making by handling issues in the best interests of both the client and the company
  • Continuously evaluate and identify opportunities to drive improvements that positively impact the client's experience
  • Gather information as it relates to our client's experiences through conversations and surveys
  • Contribute to ArcherPoint's knowledge base library by creating and maintaining knowledge base articles
  • Maintain client requests using an online ticketing system

Required Skills & Experience

  • A minimum of 2 years of college education in Information Systems, Accounting, Business or other related field
  • A minimum of 2-4 years experience with Microsoft Dynamics NAV in a Customer Service or Consulting role
  • A highly developed sense of integrity and commitment to client satisfaction
  • A demonstrated passion for excellence with respect to treating and caring for clients
  • The ability to communicate clearly and professional, both verbally and in writing
  • A level head and is able to handle stressful situations, complaints, and unpleasant clients in a professional manner
  • A pleasant, patient, and friendly attitude
  • Strong decision-making and analytic abilities
  • Strong attention to detail
  • A willingness to work a flexible schedule and outside normal business hours when needed

Company Description

ArcherPoint, Inc., is a Microsoft Dynamics ERP Gold Partner specializing in delivering integrated business solutions built on a foundation of Microsoft Dynamics NAV. We were one of the first companies to apply agile project management methodologies to the delivery of Microsoft Dynamics projects, and we pride ourselves that we honor existing commitments before we make new ones. We are passionate about delighting our clients with the value of our work and providing opportunities for our employees by investing in their professional growth.

Additional Information

Type: Full-time
Experience: Mid-Senior level
Location: Work from home, office, or client site anywhere in the United States

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