Sysco Software are an industry-focused provider of Microsoft Dynamics 365 Business Applications, working with private and public sector organisations across Ireland, the United Kingdom and internationally. We specialise in the design, implementation and support of ERP, Customer Engagement and Microsoft Power Platform solutions, securely hosted on Microsoft Azure.
Originally formed and still headquartered in Dublin in 1980, we opened our Belfast office in 1995 and Glasgow, Scotland in 2023. Today, Sysco Software has a team of 110+ Dynamics 365 ERP & CRM specialists and has delivered industry-focused projects for 250+ customers. In 2020 we celebrated 40 years in business and have been at the forefront of Microsoft’s regional development in Ireland, including supporting the Irish localisation of Business Central.
Due to continued growth across our Dynamics and Power Platform practice, we’re recruiting an experienced Dynamics 365 Support Consultant to serve our existing client base and support new implementations within the Republic of Ireland. Our first-line client support in Ireland is delivered by our Dublin-based Software Support Team, underpinned by our tiered support plans.
The Role
The role will include the following responsibilities:
* Responding to customer support queries, logged via our on-line customer portal support system and by telephone.
* Taking ownership of support issues and managing them through to closure
* Research issues, implement fixes & document case resolution
* Manage and prioritise support tickets to meet agreed Service Level Agreements
* Keeping the customer informed as to the progress of the ticket
* Escalate queries to Development & Business Consultants as required
* Applying accounting and business process knowledge to resolve client’s queries
* Support strong customer relationship management
* Support project delivery team with Quality Assurance activities and transition of project to ongoing support post go live.
Essential Experience
* 1-2 years of experience in application support, especially ERP / CRM software.
* Experience as a software tester, including the ability to conduct functional testing, write and execute test scripts and write bug reports
* Experience using CRM software such as Dynamics 365
* Experience with Azure DevOps
* Familiarity with Agile methodologies
Desired Experience
* Qualification in Computer Science/Business Information Systems, or a comparable qualification with the corresponding professional experience.
* Experience working with or implementing Dynamics 365 or other ERP/Financial software application.
* Knowledge of Power Automate, Workflows, API, and Web Services.
Skills / Behavioural Competencies
* Excellent analytical and problem-solving skills
* Excellent communication skills
* Results focused; competitive drive and ability to work under pressure
* Ability to prioritise and multi-task within the role
Working Hours / Benefits
* May be required to work weekends and holidays on a rotating basis to provide support coverage.
* May be required to work outside of standard work hours.
Remuneration
* A competitive salary will be offered according to experience.
* Sysco Software also offers a range of other company benefits, including:
* Bonus structure
* Pension scheme
* Work-related training and learning with the goal of obtaining relevant Microsoft Certifications.
* Career progression will be encouraged into more senior support, development, or consultancy position within the company.
* Travel offerings via TaxSaver and Bike to Work Schemes.
* Regular social evenings/outings.
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