T00258 Junior / CRM Support Consultant

Job Purpose

To provide an excellent service to our customers, responding to CRM related 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 Customers support enquiries on Microsoft D365 / CRM via telephone, email or remote access
• Receiving and answering telephone calls or emails from customers via the support helpdesk
• Monitoring the product queue ensuring SLA’s are adhered to
• Prioritising and managing several open tickets at one time
• Problem analysis, investigation and following instructions to resolve a fault
• Keeping up to date with latest product releases and overall awareness of product roadmap
• To attend training to develop appropriate product knowledge and skills
• To carry out any reasonable duties which may be requested from time-to-time
• To always work safely in accordance with Legislative requirements and Company Policy and Procedures

Knowledge, Skills and Experience

Your qualifications
 Microsoft Certifications for D365 are an advantage but not essential as training towards these will be provided for Junior Support Consultants
 Experience of working in a support environment or role an advantage

Your skills & knowledge
• Excellent telephone manner
• Excellent written and verbal communication skills with attention to detail
• Customer focused with ability to communicate to customers at a variety of levels
• Ability to manage personal workload and work as part of a team or using your own initiative
• Good analytical skills
• Knowledge of CRM systems, IIS, Web-based applications and SQL databases

Your behaviours
• Excellent written and verbal communication skills
• Team player and able to work on their own
• Self-starter and uses own initiative
• Willing to learn and develop themselves
• Manages own time effectively