Doyon Security Services Support Consultant, D365 Customer Engagement in United States

Description

JOB SUMMARY:

The Support Consultant-D365, Customer Engagement role will primarily focus on providing functional application help desk (Tier-1 and Tier-2) support for Microsoft Dynamics 365 Customer Engagement and Field Service clients. In addition, they will be responsible for supporting the Client Services Delivery Teams in the configuration, testing, and training of D365. This role must deliver excellent customer service and have strong customer relationship skills. This role will serve as an initial contact point between the Customer and Arctic IT.

ESSENTIAL FUNCTIONS:

  • Triage and resolve D365 Customer Engagement and Field Service Tier-1 and Tier-2 support requests by providing superior help desk services as measured by ticket quality, call quality, resolution quality and timing, and overall client satisfaction

  • Own the D365 Customer Engagement and Field Service support queues and ensure cases are moved through the support process in a timely manner and escalated when appropriate to bring to quicker resolution

  • Responsible for tracking all cases along with all activities (notes, phone calls, emails) within our internal Dynamics 365 Customer Engagement system and constantly keeping these cases up to date

  • Deliver exceptional customer service for our subscription-based support offering

  • Ensure our Service Level Agreements (SLAs) constraints are met per our support contracts

  • Proactive communication with clients to strengthen our partnership

  • Deliver services included in the subscription contracts: i.e. help desk support, quarterly training sessions

  • Participate in tasks relating to base configuration, data conversion, feature testing, solution testing, and user acceptance testing as needed to support implementation teams

  • Perform end user training for clients in a one-on-one, webinar and classroom style settings

  • Work with Client Services Manager to create and maintain support Standard Operating Procedures (SOPs)

  • Proactively work to improve existing support procedures, processes, and tools

  • Support Client Services Manager and Solution Consultants with various duties

  • Obtain and maintain Microsoft Dynamics 365 certifications, as applicable

  • Obtain and maintain Federal Government Security Clearance(s)

Requirements

QUALIFICATIONS:

Required:

  • Bachelor’s degree in Accounting, Business, Computer Science, or related field

  • 3+ years of Microsoft Dynamics CRM implementation or support experience

  • 3+ years of industry and/or consulting experience

  • Skilled in planning, organizing, and managing time across multiple tasks.

  • Skilled in understanding customer needs and providing quality customer service

  • Strong understanding of business processes

  • Strong phone contact handling skills and active listening

  • Ability to build rapport with clients

  • Positive and professional demeanor

  • Excellent communication and presentation skills

  • Valid driver’s license and insurance

  • Applicants subject to government security investigations and tribal gaming investigations and must meet eligibility requirements related to the clearance process

Preferred:

  • Strong understanding of software implementation life cycle, project management, business process management, requirements definition, functional design, quality management, and change management

  • Microsoft Office 365 experience

  • Active Public Trust Clearance with the U.S. Department of Interior (DOI)

  • Active Public Trust Clearance with the U.S. Department of Housing and Urban Development (HUD)

WORKING ENVIRONMENT: The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities, and abilities. Travel is required and varies around 25%.

PREFERENCE STATEMENT: Arctic Information Technology, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.

EOE AAP M/F/V/D

  • Except as provided otherwise under applicable law, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We are also an equal opportunity employer of individuals with disabilities and protected veterans.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.

Title: Support Consultant, D365 Customer Engagement

Job Reference: 19-0025

Post Date: 1/14/2019

CARC: Yes

City/Location: Telecommute

Point of Hire: Seattle, WA

Company: AIT-Arctic Information Technology, Inc.

Type of Position: Regular Full-Time

FLSA Status: Exempt