Software Implementation and Support Specialist

So Here’s The Deal …

We’re not a regular tech company, we’re a “cool” tech company and we do things our way. You may be accustomed to tech companies that work with their “heads down” and give you a small piece of the big picture to “own” but at Northlake Partners (NLP) working as a team and taking ownership are in our DNA – or rather, in our core values (they’re literally two of our four core values). So, to us, being collaborative and supporting each other is more important than throwing on some headphones, keeping to yourself and grinding out your work all alone – although to be fully transparent, that does happen from time to time. To us, “owning” a small piece of the big picture doesn’t really allow you to take ownership if you don’t have the big picture to see where your piece fits in and how it can be improved. So instead, we want everyone to know where we’re going, why we’re going there and to own their part in making it happen. We are a remote company but that doesn’t stop us from being engaged with one another and working as a team. If you believe people should be enriched at work and you love to serve people, you’re our kind of people – so keep reading!

Consider Yourself Warned …

This job is going to be hard. We’re a small company that works on big projects, which means a lot of opportunity to learn (yay!) but it also means it never gets boring, so you need to be committed to the cause and believe what we believe (re: last sentence in section above). The team members that are the most successful here are the ones that enjoy being in the trenches and fighting their way out, facing problems head on and figuring out the best solution. The most successful team members are the ones who are vocal and unafraid to speak up when they have an idea or opinion but are humble enough to recognize when someone else’s idea or opinion is better and will commit themselves to following through with the best idea no matter who or where it came from. They’re the “doers” that are driven, self-motivated, resourceful, curious, constantly seeking new knowledge and want to succeed and grow. But that’s not all! They’re also the ones who play well with others and are communicative, dependable, honest and perceptive of others.

No day will be the same because our “jobs” change daily. But don’t worry, you’ll know what will be expected of you. In fact, you can know right now if you keep reading!

Purpose of the Role

We created NorthScope, an ERP application designed specifically for food manufacturing companies. In addition to providing the software, we also assist in the implementation, and we provide ongoing support and services.

The role of Software Implementation And Support Specialist is important because we exist to solve customer problems and make their lives easier. One way we do this is by ensuring our software works as intended and that it’s easy to use. Our implementation department is responsible for ensuring our application is correctly installed and implemented and that our customers are using it to its full potential.

Your role would be to work with other members of our support & implementation team to be on the front lines of incoming support tickets, ensure customers are followed up with in line with our SOP’s, and ensure we meet deadlines and deliver high quality work. You work would include troubleshooting support tickets, as well as assisting in new implementations to track new development and reporting requirements. We need help with managing our workload, moving tasks forward efficiently, and keeping our customers in the loop.

We’re searching for someone with a passion for customer service, who is unhappy with anything but complete success, is comfortable with a variety of technology, and has experience with business systems. We need someone that wants an opportunity to master NorthScope, deliver exceptional customer service, and move (often technical) tasks along as efficiently as possible.

This role starts out with some entry level tasks to get your feet wet but will escalate quickly and has built in room to grow. We expect the person in this role to be energized when learning new things, and excited to grow into a more technical skill set. Having an analytical approach to problem solving, exposure to reading, writing, and interpreting SQL or equivalent code is the foundation we are looking for.

A Day in the Life Of A Sofware Implementation And Support Specialist

Most of your time each day will be spent interacting with customers by helping them use the software more effectively, working on implementation tasks, and troubleshooting issues.

In a typical week, you will work closely with our:

• Implementation Team to help train, support, and implement NorthScope software.
• Development team to escalate software bugs or areas of the software we can improve.
• Product Manager to ensure customer requests are added to the development roadmap.
• Customers and Implementation team to troubleshoot issues, help solve customer problems, ensure long term tasks are moving at a pace to meet customer deadlines, and analyze data to answer questions.

Not every help request comes with perfect information, so this role requires you to be able to think like a business analyst when information is not complete. Someone will excel in this role if they are the type that likes to take on a messy problem from a customer with minimal information and return it solved in a clear and concise manner and enjoys this while working both alone and part of a team.

DUTIES & RESPONSIBILITIES

• Learn how to configure and train on the NorthScope software.
• Manage and maintain project management tasks for ongoing implementations.

• Read and understand SQL code which is important to help troubleshoot problems

• Take direction from the Implementation Manager on what to work on and how to be a highly contributing member of the team.
• Learn the basic functionality of Microsoft SQL Server and related tools.
• Provide excellent customer service to our customers by quickly and accurately resolving their support requests.
• Update support tickets in JIRA, assign them, prioritize, and keep track of their progress.
• Communicate with customers and project leads while they have open issues.
• Troubleshoot system issues and resolve them.
• Document any discovered software bugs.
• Other duties as assigned.

EXPERIENCE & SKILLS YOU MUST HAVE

This is a comprehensive list of all the potential areas you will be exposed to. Applicants are expected to have familiarity with everything on the list and work experience with MOST of them.

• ERP and/or accounting systems for medium-to-large-scale businesses.
• Financial reconciliation experience including an understanding of sub-ledger and general ledger interaction.
• Strong written and verbal communication skills to translate support issues into solutions.
• Proven relationship building and interpersonal skills to effectively work within our team.
• Excellent analytical and problem-solving skills coupled with a high level of initiative and responsibility.
• Strong interpersonal skills and demonstrated effectiveness working in a team environment.
• Strong Excel experience.
• Ability to conform to shifting priorities, demands and timelines.
• Enjoy working in a dynamic, multi-disciplinary team environment.
• AA or BA/BS in Business, MIS, Computer Science, or equivalent combination of education + experience

OTHER NICE TO HAVE SKILLS

• Microsoft SQL Server.
• Experience with Jira.
• Experience with accounting software.
• Work or educational background in tax preparation, financial report reading and analysis.

What You Can Expect Of Us…

Our mission is to build better software so you can build a better business and the “you” refers to both our customers and our team members.

For our customers, this means that as a team we provide ERP software (it’s called NorthScope) and step-by-step guidance, giving them the tools to build the business they’ve always wanted. We take away their pain points by listening to their problems and coming up with the best, most efficient, long-term solutions. Our mission isn’t to simply snag the next deal, it’s to help our customers succeed and to be the best vendor they work with. We always exceed their expectations while providing them the best software solutions that make them more efficient.

As a company, we don’t hire “employees,” we hire team members that think and act like independent business owners. We invest in this mindset by providing training, tools and the opportunity for growth and success. We empower team members and expect everyone to have a voice, even if what they have to say is outside the “parameters” of their job title. We believe the best way to grow our company is to simultaneously grow each team member’s individual “business,” making this a dynamic place to work.

And each day, we live out our mission through our core values:

• We work as a team: Our job titles aren’t there to keep us in “lanes” but to highlight the individual skillsets that make up our team. We’re a team working towards the same goal, so we win together or lose together. Everyone’s contribution is vital, so we don’t let the team down or expect others to pick up our slack. When someone’s struggling, we help them and don’t worry about who gets the credit. We don’t tolerate anything that damages our team including poor work results, gossip and negativity.
• We serve our customers: We exist to make our customers’ lives better and this starts with building great software. Our software is the tool our customers spend their entire workday using, so making this better directly impacts their ability to perform their jobs happily, successfully, and efficiently. However, we don’t stop at software. If it’s within our ability, we do whatever is necessary to serve our customers and make their lives better.
• We take ownership: This isn’t just a “J-O-B” – we all work like we own the place. As owners, we’re not just focused on what we deliver but on how we conduct ourselves, the level of personal accountability, and how we represent the company. We’re here to serve our customers, contribute to the team, and exceed expectations, not simply to occupy a seat. This means we take pride in our work and hold ourselves accountable so we’re here when scheduled, we don’t miss deadlines, and we’re always looking for ways to improve.
• We exceed expectations: Everything we do matters to someone so we always aim for excellence, no matter how small or insignificant a task may seem. Our work is high quality and delivered correctly, the first time. We constantly challenge ourselves and other team members to improve and become better versions of ourselves. Our team members are honest, ethical and of high character and we honor commitments and treat others with respect.

Oh, you can also expect us to provide competitive pay and benefits. We anticipate the annual compensation to be anywhere from $85 to $105k annually, made up of a base salary plus bonuses.

Don’t worry, we won’t stop you there – if you want to earn above average pay you have to be above average.), generous PTO, paid holidays, 40-hour weeks, a challenging workplace, medical, dental and vision, short-term and long-term disability, 401k with employer match, profit sharing and opportunities for growth. This is a remote position; however NLP is located in the Seattle area and we do meet up from time to time so we are only looking for a local candidate.

Job Type: Full Time

Pay: $85,000 – $105,000 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Hybrid (work from home and meet in person) – Seattle Area.

Our Culture

Everything we do is a reflection of our core values. Therefore, we ask that you view our culture to ensure we're a good fit for you, just as you are for us before submitting an application.

THE FINE PRINT

The work is primarily remote. However, we do regularly meet in person, so we are only looking for candidates in the greater Seattle area.  

Direct applicants only, please (no recruiters).

Software Implementation and Support Specialist

In order to be considered for a position at The Northlake Partners, all applicants must complete the following questionnaire, along with their resume and cover letter.

Please note that while your resume is important, you will be evaluated on the answers you submit below and these answers will determine whether or not we look at your resume.