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Functional Consultant – Support & Implementation

We're looking for a Business Central Support Consultant to join our Operations Team, providing functional and technical support to our new and existing customers. This isn't a generic help desk role, you'll be diagnosing configuration issues, troubleshooting integrations, and helping customers get the most out of the iSolutions apps.

Client Onboarding

• Guide new clients through the onboarding process, ensuring all setup steps are completed accurately and efficiently.
• Collaborate with internal teams to align onboarding timelines with project goals.
• Document onboarding activities within HubSpot and Zendesk.

Training & Enablement

• Deliver live and recorded training sessions on platform features and best practices
• Create and maintain training resources such as guides, FAQs, and video tutorials. Store on Zendesk knowledge base for client access.
• Tailor training content to different user roles and technical skill levels.

Support & Troubleshooting

• Triage and resolve support desk tickets.
• Escalate technical issues to engineering or product teams when needed.
• Track recurring issues and contribute to knowledge base updates.

Client Success Collaboration

• Share client feedback and adoption challenges with the Client Success Manager.
• Assist in maintaining accurate records in Hubspot

Qualifications

• Experience in customer support or service teams in a SaaS, fintech, ERP, or payments environment
• Proficiency in support operations, including case management, ticketing systems, incident escalation, and performance reporting.
• Strong analytical and problem-solving abilities, with experience using data and metrics to drive decisions and process improvements.
• Comfort troubleshooting integrations, APIs, or third-party app connections.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical audiences and build constructive relationships with customers and colleagues.
• Familiarity with digital payments, AR workflows, or D365 Business Central (or similar ERP platforms) is highly beneficial.
• Comfort working remotely, with strong organizational skills, time management, and the ability to work independently and collaboratively in a distributed team.
• Experience creating or maintaining knowledge bases, FAQs, and user documentation to improve self-service and reduce support volume.
• Bachelor’s degree in Business, Information Systems, Communications, or a related field, or equivalent practical experience.
• Experience in an ISV or partner/consulting environment is a plus.