CRM Support Consultant

Job Purpose

Providing telephone and remote support to customers on Microsoft Dynamics CRM and third party add on products. 

Duties and Responsibilities 

  • Investigation and resolution of support issues
  • Responding to and resolving CRM support queries via telephone, email and remote access within agreed time limits to SLA’s
  • Prioritising and managing several open cases at one time
  • Problem analysis, investigation work and following instructions to repair a fault
  • Classification, management and escalation of support issues
  • Identify trends and report accordingly
  • Keeping up to date with latest software / patches.
  • To carry out other support duties that may be required.
  • To attend training to develop appropriate knowledge and skills
  • This job description is not exhaustive and may be adjusted periodically after review and consultation
  • You will also be expected to carry out any reasonable duties which may be requested from time-to-time
  • Work safely at all times in accordance with Legislative requirements and Company Policy and Procedures 

Collaboration and Relationships:

  • With the CRM Support Manager and CRM Support team to provide continuous improvement and best practice within the department helping TSG increase the number of recommendations for new business.
  • With ADAM to identify customer training or technology improvements opportunities with a view to reducing support issues 

Knowledge, Skills and Experience

Your qualifications

  • Proven track record of experience supporting MS Dynamics CRM essential
  • Any experience with MS Dynamics CRM integrated with SharePoint / NAV desirable 

Your skills & knowledge

  • Excellent written and verbal communication skills
  • Must be Customer Focused
  • Ability to communicate to customers at a variety of levels
  • Excellent telephone manner
  • Attention to detail is paramount, along with the 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 experience

  • Experience of remote access software and associated technologies
  • Experience in IIS / Web based applications
  • Experience in MS Dynamics CRM version 3.0, 4.0,  2011
  • Experience in MS Dynamics Offline Client
  • Knowledge of MS SQL Server and ability to wire SQL scripts to interrogate and correct data issues
    • Knowledge of SQL Server Reporting Services desirable
    • Experience of ADFS authentication 

Your behaviours

  • Self-starter and ability to use own initiative
  • Good team player



Closing Date: 
Friday, July 24, 2015 - 17:30