OVERVIEW
As a Customer Services Support Consultant for my client you will be working to resolve customer support incidents in line with their working procedures and Customer SLA agreements.
The main focus of this role will be to undertake in-depth investigation of incidents logged by phone or via the Service desk Portal from customers. Key Responsibilities include: to identify any product issues, provide the customer with operational insight into the use of the products, resolve and close incidents in line with statistical requirements and to keep to software version control.
KEY RESPONSIBILITIES AND TASKS
The successful candidate will be required to:
- To undertake in-depth investigation of logged incidents: troubleshooting errors, identifying issues, and implementing resolutions within SLA
- To work with multiple customers and systems (Business Central / Dynamics NAV)
- To support 3rd party software within Business Central / Dynamics NAV
- Where an incident is identified as resolvable at software support level, to produce scripted documentation for the knowledgebase
- To work with financially sensitive customer data in line with working practices
- To attend meetings on customer site as required
- To provide on-site support to customers as required
- To carry out ad-hoc tasks as required to criteria and timescales requested by line manager
SUCCESS CRITERIA
- Customer focused and can deliver customer service to required standards in a professional manner
- Strong attention to detail and accuracy in all work
- Ability to deal with colleagues in a professional, friendly and helpful manner
- Ability to empathise with customer and be diplomatic when communicating with them
- Maintains a smart professional image
- Excellent analytical skills to develop realistic, workable solutions to problems
- Ability to suggest creative solutions to solve complex technical problems
- Ability to work multiple incidents at the same time
- Ability to communicate effectively at all levels
- Able to work on work on own initiative, be self-motivating and make own decisions with minimal supervision
PERSON SPECIFICATION
SKILLS, QUALIFICATIONS, EXPERIENCE AND ATTRIBUTES
Essential Skills required:
- Previous Dynamics NAV and/or D365 BC experience & knowledge essential
- Excellent working knowledge of Dynamics NAV / D365BC solutions
- Previous software support experience highly desirable
- ERP/Accounts experience preferable but not essential
- Working knowledge of SQL/Database knowledge is preferable
- Experience in working with BI products such as JET desirable
- Knowledge of the operating systems and databases on which the solutions are deployed
- Knowledge of tax/financial regulations would be beneficial
- Excellent written and verbal communication skills
- Self-starter; able to work independently on incidents and manage workload within the team
If you feel you are suitable for this position, please be sure to submit your CV!