NAV Support Consultant

Job Purpose

To provide an excellent service to our customers,  responding to support calls in the queue within our agreed SLA and then resolving the issue professionally and in a timely manner keeping the customer informed of progress at all times.

Duties and Responsibilities

  • Responding to and resolving Navision support queries via telephone, email and remote access
  • Receiving and answering telephone calls or emails from customers on the support helpdesk to work towards resolving cases
  • Monitoring and responding to the call queue ensuring we stay within our 1 hour response time.
  • Call Management and prioritisation to ensure service levels agreements are met
  • Problem analysis and data investigation
  • Report writing
  • Keeping up to date with latest software
  • To carry out other support duties that may be required
  • Promoting continuous improvement and best practice within the department helping TSG increase the number of recommendations for new business 

Knowledge, Skills and Experience 

Your qualifications

  • Recent Microsoft Dynamics Navision Accreditation is essential
  • Minimum education to GCSE level with sound English and Maths ability
  • Knowledge of other related products an advantage

An accounting qualification would be an advantage but not essential 

Your skills & knowledge

  • Accounts knowledge essential
  • Up to date accreditation status in Microsoft Dynamics Navision
  • Accreditation in related products an advantage
  • Proven track record of experience of supporting Navision software essential
  • Good understanding of Microsoft Office products
  • Excellent written and verbal communication skills
  • Must be extremely customer focused
  • Ability to communicate to customers at a variety of levels
  • Excellent telephone manner
  • Good team player
  • Excellent attention to detail is paramount
  • Ability to manage personal workload and work to your own initiative     
  • Great analytical skills with a confident pro-active approach to work
  • Good working knowledge of databases and queries an advantage
  • Experience with remote access software and associated technologies an advantage. 

Your behaviours

  • Demonstrate ownership of personal, team and departmental work.
  • Demonstrate enthusiasm and proactively seek opportunities to improve the support function.
  • Demonstrate commitment to the role, team and company, and will 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 and inspire confidence and trust in both internal and external customers.
Closing Date: 
Tuesday, January 28, 2014 - 17:30