TitleSupport Consultant D365 CRMJob Reference18-0210Post Date9/19/2018CARCYesCity/LocationTelecommutePoint of HireSeattle, WACompanyAIT-Arctic Information Technology, Inc.Type of PositionRegular Full-TimeFLSA StatusExemptDescriptionJOB SUMMARY: The Support Consultant-D365 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.
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 (ArcticAscend Support)
Ensure our Service Level Agreements (SLAs) constraints are met per our support contracts
Proactive communication with ArcticAscend 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 ArcticAscend Support Standard Operating Procedures (SOPs)
Proactively work to improve existing ArcticAscend 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)
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
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.
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