D365 F&O Support Consultant

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

Job summary

Annata is seeking a Support Consultant to join the Malaysia Support Team, reporting to the APAC Regional Support Manager. You will provide ongoing technical support to Annata partners and customers, working across Microsoft Dynamics 365 (F&O and CE) and the Annata A365 solution.

You will handle incidents, perform knowledge transfers via screenshares, and ensure all support documentation and SLAs are met. A passion for resolving issues and strong communication are essential for success in this

Qualifications

• Bachelor’s degree in computer science or related field.
• Microsoft certifications relevant to Dynamics support role.
• Minimum 2 years of experience with Microsoft Dynamics F&O or CE, preferably in a support environment.
• Self-motivated and enthusiastic to diagnose and resolve customer issues.
• Excellent communication skills to explain technical concepts to non-technical customers.
• Proven customer service skills and ability to manage inquiries and set expectations.

Responsibilities

• Provide functional support to partners and customers for Dynamics 365 F&O/CE and Annata A365.
• Handle incident and request tickets efficiently.
• Communicate clearly with customers; conduct screenshares for knowledge transfer and guidance.
• Ensure support documentation is up-to-date and aligned with processes.
• Meet SLAs according to support agreements; escalate when needed.

Skills

Dynamics 365 F&O/CE

Customer service

Communication

Troubleshooting

Ticketing tools

Documentation

Education

Bachelor’s degree in CS or related field

Microsoft certifications

Tools

SQL Server Management Studio

Azure DevOps

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.