D365 F&O Support Consultant

Annata; Petaling Jaya; On-site; MYR 60,000 - 90,000; Full time

Job summary

Annata in Malaysia is seeking a Support Consultant to empower partners and customers with Microsoft Dynamics 365 F&O and CE, as well as the Annata A365 solution. You will join the Malaysia Support Team reporting to the APAC Regional Support Manager and contribute to the Global Support function.

You will provide functional support, handle incidents and requests, communicate clearly, run screenshares for knowledge transfer, and ensure SLAs are met.

Qualifications

• Bachelor's degree in computer science or related field.
• Microsoft certifications relevant to the role.
• Minimum 2 years of experience with Microsoft Dynamics F&O or CE in support.
• Strong communication and customer service skills.
• Experience with Dynamics Dual Write and ticketing systems.
• Ability to create and update support documentation.
• Collaborative across teams to resolve complex issues.
• Proficient in SQL Server Management Studio.

Responsibilities

• Provide functional support to partners and customers on Dynamics 365 and A365.
• Handle incident and request tickets efficiently.
• Clear communication with customers and regular screenshares for knowledge transfer.
• Ensure all support documentation aligns with processes.
• Work to meet SLAs in line with support agreements.
• Escalate tickets when additional assistance is required.

Skills

Customer service

Communication skills

Problem solving

Team collaboration

Time management

Multi-tasking

Education

Bachelor's degree in computer science

Tools

Azure DevOps

SQL Server Management Studio

Microsoft Dynamics Dual Write

Ticketing systems

Job description

This role is part of the Malaysia Support Team, reporting to the APAC Regional Support Manager, and contributes to the Global Support function. As a Support Consultant, you will provide ongoing support to Annata partners and customers, working across Microsoft Dynamics 365 (F&O and CE) as well as the Annata A365 solution.

Responsibilities

• Provide functional support to partners and customers. This includes knowledge of the Standard Dynamics functionality and Annata A365 functionality, setup & configuration, feature management and troubleshooting to establish a root cause.
• Handle partner and customer incident and request tickets efficiently.
• Clear and concise communication to the customer, regular screenshares for knowledge transfer and guidance as required.
• Ensure all support documentation is completed in line with support processes.
• Work to ensure SLAs are met in line with support agreements.
• Effective escalation of support tickets where additional assistance is required or where SLA may breach.

Qualifications

• Bachelor’s degree in computer science or any related field.
• Holds relevant and up-to-date Microsoft certifications appropriate to the role.
• Minimum 2 years of experience with Microsoft Dynamics F&O or CE, preferably within a support environment.
• Highly self-motivated and enthusiastic to diagnose and resolve issues reported by partners and customers.
• Excellent communication skills, with the ability to clearly and concisely explain technical concepts to non-technical customers in both written and verbal communication.
• Proven strong customer service skills in effectively addressing customer inquiries and issues, managing expectations, and providing a positive customer experience.
• Proficiency in using support tools, ticketing systems, and other relevant software for tracking and managing customer support requests.
• Experience in creating and updating support documentation, including FAQs and knowledge base articles, to assist customers and streamline support processes.
• Proven ability to collaborate effectively with team members and cross-functional teams to resolve complex issues and provide valuable customer feedback.
• Effective time management and prioritization skills, capable of handling multiple customer inquiries and issues efficiently.
• Experience working with Microsoft Dynamics Dual Write.
• Proficiency in Microsoft SQL Server Management Studio.
• Proficiency with Microsoft Azure DevOps.
• Previous experience managing Microsoft Dynamics service updates for customers.
• Experience logging tickets with external third parties and Microsoft.

What Annata Stands For

Annata is a Microsoft Global Independent Software Vendor (ISV) since 2001. With its roots in Iceland, Annata is one of Microsoft's leading global ISVs and industry partners with offices in all continents. We build industry solutions exclusively based on the Dynamics 365 platform with much passion. Our team consists of employees with different nationalities, origins, religions, and cultural backgrounds. We actively support diversity and expect our employees to respect various opinions and lifestyles. In virtual teams, we utilize the know-how of our international colleagues and secure the maximal output for our clients.