Role Summary

To provide customer satisfaction through providing high quality consultancy support to customers on support contracts, including 1^st line helpdesk remote support. Provide 2^nd line support to both customers and Support Team through development activities, including (not limited to) debugging, bug fixing and adhoc developmental changes as required.

To identify and promote potential commercial activities.

Responsibilities include but are not limited to:

Resolve customer issues that have been logged on the Support Help desk, within Support Service Level Agreements, by telephone, email, remotely or in person.
Perform root cause analysis and incident management to minimise future issues.
Provide 2nd line assistance to the team through development skills. Provide debugging, bug fixing and development activities as required.
Ensure development best practise is followed and take ownership of project deliverables.
Work closely with our Service Delivery Team to complete additional chargeable work as required.
Drive customer success.
Effectively liaise with customers and third parties to ensure prompt resolution to issues.
Carry out assigned tasks to a high quality and comprehensive standard, achieving high Customer satisfaction in accordance with the entered contractual agreements and the scope of the Project, escalating cases as required and with a focus on quality.
Understand and apply Columbus’ formalised methods and procedures for Support, and where applicable project implementation, contributing actively to the on-going development and implementation of these to improve the customers’ experience and to further business objectives.
To provide and receive internal coaching in order to maintain technical knowledge i.e. responsibility for self-development.
Manage your day-to-day workload effectively through planning, coordinating and controlling your daily tasks, including observance of the entered agreements.
Update the relevant helpdesk and internal software systems accurately ensuring that all support issues are up to date to enable effective conclusion by any member of the team.
Work within the parameters set out in Customer Contracts, Service Level Agreements and the Customer Operations Procedures.
Provide informal/formal training to Customers with both standard system and special customizations, where necessary.
Ensure TMS accurately reflects your working day and correlates with activities recorded on the helpdesk.
Contribute actively to the development of the Customer Operations site on the Columbus Portal pages.
Keep your Line Manager and relevant Project Manager informed, on an on-going basis, of relevant issues of own activities and other affairs that may be relevant.
Gain and retain high customer satisfaction by displaying competent and commercially astute business behaviour when carrying out the assigned tasks concurrent with the entered agreements. Scores will be monitored by the Global Net Promotor Score.

Develop yourself and Columbus:

Keep up to date with changes/developments in Business Central and industry best practices, through self-learning, training and research
Keep up to date with the development of the Columbus 9 Doors offerings and how they could benefit our customers
Using experience, provide feedback and recommendations to improve current processes/implementation methodology
Provide support to your peers, your project team and the wider Columbus team for your specific areas of expertise
Contribute to the continuous development of your team, the company and the group organisation through knowledge sharing

Columbus Values:

Ensure that the Columbus values (Brains, Heart and Guts), which are the basis for our success, are maintained and developed further
Display great team spirit and loyalty towards your colleagues whilst encouraging and maintaining a high level of performance
Actively demonstrate your commitment to the Columbus Employee Value Proposition – HEART – and keep it at the core of everything you do

Qualifications

Sound general level of education or equivalent industry experience
Relevant degree level is desirable
Certification in Microsoft (MS) D365 BC modules or equivalent

Industry and Software Experience

Extensive Support experience in a MS D365 BC /NAV Customer or Re-seller environment
Solid experience in MS D365 BC /NAV with at least 2 years + development experience with multiple versions of BC/NAV.
Knowledge of MS D365 stack
Experience in C/AL, AL, .NET, SSRS, and web services
Knowledge of other ERP, BI, CRM products is desirable
Commercial knowledge and awareness of business economics
Commercial knowledge and awareness of business economics

Key skills & Requirements

Ability to provide excellent levels of customer service in all aspects
Ability to build strong Customer relationships, empathising in order to gain Customer satisfaction and trust
Analytical mind set to diagnose problems, find solutions & possible work arounds
Ability to remain calm and composed, maintaining an understanding and diplomatic approach, even when dealing with stressed or unhappy customers
Knowledge of ITIL is desirable
Ability to prioritise workload and communicate appropriately with team manager with any issues
Ability to work effectively under pressure
Displays competent and professional business behaviour and appearance
Fluent verbal and written communication skills in English
Strong interpersonal skills
Dynamic, proactive and engaging style
Attention to detail and accuracy
Ability to work unsupervised and self-motivated to meet deadlines
Strong team player Experience of coach