JOB PURPOSE
Providing support to customers and internal colleagues for a range of Microsoft Dynamics NAV/BC Products and third-party add-ons.
This job description is not fully comprehensive of all duties and responsibilities, therefore, there may be an expectation from the business for an employee to perform additional duties or responsibilities not listed in the job description. This also may mean the business can amend the job description from time to time.
DUTIES AND RESPONSIBILITIES
* Responding to and resolving NAV/BC support queries via telephone, email and remote access
* Responding to telephone calls or emails from customers on the support helpdesk to work towards resolving cases
* Call management and prioritisation, ensuring service level agreements (SLA’s) are met
* Problem analysis and data investigation
* Attendance at handover meetings with the project team to assist with a smooth transition to support
* Keeping up to date with latest software
* Promoting continuous improvement and best practice within the department helping TSG increase the number of recommendations for new business
* Work in a hybrid capacity to deliver consultancy in ISV Installs for Jet/Continia
* Able to project manage and deliver CaaS Wave Releases as per the Microsoft schedule
* You will also be expected to carry out any reasonable duties which may be requested from time-to-time
* Always work in accordance with legislative requirements and company policy and procedures
COLLABORATION AND RELATIONSHIPS:
* Work with the NAV/BC Support Team Leader and NAV/BC Support team to provide continuous improvement and best practice within the department
* With Client Success Managers to identify customer training or technology improvements and opportunities with a view to reducing support issues
* Work with the Projects team to ensure our customers have a smooth transition to the support team
* Work with the Project Management team on customer queries related to post project issues
* Work with the Development Team to schedule and deploy extension updates for the Wave Release programme.
KNOWLEDGE, SKILLS, EXPERIENCE AND BEHAVIOURS
Your qualifications:
* MB-800 certification would be an advantage
* Accounting qualifications or background preferred
Your skills &; knowledge:
* Customer and service focused
* Excellent telephone manner
* Good attention to detail and analytical skills with a confident pro-active approach to work
* Ability to determine root cause, propose solutions and make preventative suggestions to deliver outcomes
* Excellent verbal &; written communicator, recognising what level of communication and appropriate method is required.
* Experience with remote access software and associated technologies essential
* Knowledge of Microsoft SQL Server and Maintenance plans
* Good understanding of Microsoft Office products
* The ability to manage personal workload and work to your own initiative
* Good working knowledge of databases would be an advantage
Your experience:
* Good experience working on Microsoft Dynamics NAV/BC is essential
* Experience of Spindle, Jet Reports, Continia Document Capture and Expenses, Dime Scheduler or/and Zetadocs
* Accounts knowledge preferred
Your behaviours:
* Demonstrate ownership of personal, team and departmental work
* Demonstrate enthusiasm and proactively seek opportunities to improve our service
* Demonstrate a high standard of service delivery and ensure quality is consistently delivered
* Demonstrate commitment to the role, team and company and go the extra mile when required
* Demonstrate creativity and react positively to new challenges and change
* Demonstrate a logical approach to problem solving
* Demonstrate approachability, inspire confidence and trust in both internal and external customers