D365 Support Consultant

HSO Enterprise Solutions GmbH; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated support professional to join their dynamic team. In this role, you will provide essential 2nd Level Support for D365 F&O or CE, ensuring customer satisfaction and adherence to service level agreements. Your responsibilities will include managing support tickets, resolving issues promptly, and building strong relationships with key accounts. This innovative firm values its employees and fosters a collaborative environment, making it an exciting place to grow your career. If you are passionate about delivering exceptional customer service and thrive in a supportive team, this opportunity is perfect for you.

Qualifications

• Experience in providing professional 2nd Level Support according to SLAs.
• Ability to manage support tickets effectively with minimal disruption.

Responsibilities

• Manage support tickets ensuring timely responses and resolutions.
• Build relationships with customers and act as a Trusted Advisor.

Skills

2nd Level Support

Customer Relationship Management

Problem Solving

Communication Skills

Job description

About HSO

HSO Success and Ambition

HSO are a leading member of the Microsoft Dynamics Inner Circle, founded in 1987, and specialize in sectors such as Retail, Manufacturing, Professional Services, Financial Services and Local Government. We’ve won several prestigious awards over the last few years including being voted in the UK’s top 10 Best Large companies to work for the last 3 years running. This year we are also proud to have been named the D365 Finance Microsoft Partner of the Year Award and Finalist for D365 Sales & Marketing.

HSO is the place to work for those in the Microsoft Dynamics channel. People join and stay because we care; about adding value to our customers, about delivering what we say we will, striving to improve ourselves, being inclusive and having fun.

The core values that enable us to work so well together also mean our customers want to work with us. We choose to be different to other Microsoft Partners. Caring about our people, customers and quality of work differentiates us. We always support our people and customers to achieve shared, agreed goals.

PURPOSE OF THE ROLE

You will play a vital role in D365 F&O or CE Support, taking responsibility for providing prompt and professional 2nd Level Support to the HSO Customer base according to SLA and Customer Contractual requirements.

REPORTING LINE

As part of the Support Team, you will report to a Support Team Lead.

JOB FUNCTION

• Ensure all support tickets are effectively managed with minimum disruption to the client.
• Support issues are responded to and resolved/plan established within agreed timescales.
• Provide regular feedback to customers regarding the progress of support ticket status.
• Test own allocated developments/fixes before delivering to customers.
• Take responsibility for the successful Support Delivery to a number of your owned ‘key accounts’.
• Build great relationships and become a Trusted Advisor to your owned customers.
• Work as part of the wider Managed Services team.
• Participate and engage in cross team knowledge transfer to ensure best use of staff resources and inter-departmental growth and development across various Industry teams and Service Lines.
• Contribute to HSO's knowledge base by documenting and participating in internal training and knowledge-sharing programs.