About the Role
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 3rd and 4th line 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 SLA's 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 a related field.
- 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.
Desirable Skills
- 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. We appreciate personal contact with our customers and colleagues, but we also aim to reduce travel to a sensible levelin order to support our employees work/life balance and to reduce our ecological footprint.
