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Doyon Universal Support Consultant - D365 CE in United States

Description JOB SUMMARY: The Support Consultant – Dynamics 365 Customer Engagement (CE) role will primarily focus on providing functional application support services for Microsoft Dynamics 365 (D365) CE managed Clients. This work will include troubleshootingand resolvingreported issues with configurations, data, functional software,business processes, workflows, advanced how toquestions and complex custom entities. This role willalso participate in providingother servicessuch asrelease managementtasks, enhancements, training, etc.In addition, they will be responsible for supporting delivery teams in the configuration, testing, and training of D365as needed to back-fill on implementations. This role must deliver excellentClientservice and have strongClientrelationship skills and will be required to provide coaching and mentoring to Support Consultants and other resources as needed. ESSENTIAL FUNCTIONS: * ResolveD365supportrequestsby providingsuperior supportservicesas measured by ticket quality, call quality, resolution quality and timing, and overallClientsatisfaction. * Assist with the D365 support queues and ensure tickets are moved through the support process in a timely manner and escalated when appropriate to bring to quicker resolution. * Work as a Solution Consultant on new project implementations as a means to understand specific Client requirements and support Client long-term. * Responsible for tracking all tickets along with all activities (notes, phone calls, emails) within our internal support ticketing system and constantly keeping these tickets up to date. * Utilize all means of support for issue resolution, including internal and external community forums, search engines, and knowledge sharing with team members and encourage collaboration amongst peers. * Deliver exceptional customer service for our 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, release management, status reporting. * Participate, when asked, in tasks relating to base configuration, data conversion, feature testing, solution testing, and user acceptance testing as well as development support to implementation teams. * Assist with end user training for Clients in a one-on-one, webinar and classroom style settings. * Perform services to add feature enhancements for specific support contracts. * Work with management to create and maintain ArcticAscend Support Standard Operating Procedures (SOPs). * Participate inonboardingprocessensuring a smooth transition from implementation to support. * Proactively work to improve existing ArcticAscend Support procedures, processes, and tools. * Support management with various duties. KNOWLEDGE, SKILLS & ABILITIES: * * Ability to work on-call schedule to support our contract requirements. * Works effectively under minimal supervision. * Strong time-management skills. * Strong ability to “multi-task” while maintaining quality Client service. * Appropriately escalates issues to team members, Arctic IT management or external technical support. * Shares knowledge with team members and encourages collaboration amongst peers and subordinates. * Exceptional analytical and problem-solving skills. * Works well under stress, pressure, and deadlines. * Excellent verbal and written communication skills. * Thrives on working well with Clients and provides exceptional service. * Obtain and maintain Microsoft Dynamics 365 certifications, as applicable. ## Requirements *QUALIFICATIONS: * * Bachelor’s degree in Accounting, Business, Computer Science, or related field or equivalent experience. * 3+ years of Microsoft Dynamics 365 Customer Engagement (Sales, Service, Field Service, Power Apps, Custom Solutions) experience with astrongunderstanding oftheentity and Object Model. * 3+ years of industry and/or consulting experience. * Technical experience with: * Lifecycle Services (environment updates and patching) * MS SQL including scripting * Azure DevOps * Must have valid state driver’s license, reliable personal transportation, and auto insurance. * Applicants subject to government security investigations and must meet eligibility requirements related to the clearance process. *WORKING ENVIRONMENT: *The majority of work for this role is performed in a home office and interacts with a wide variety of people with differing functions, personalities, and abilities. Telecommuters are expected to have sufficient home office space that appears neat, organized, and professional when on video meetings. Travel is required and varies around 10%. *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. * 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 CE Job Reference: 21-0048 Post Date: 2/25/2021 CARC: Yes City/Location: Telecommute Point of Hire: Nationwide, USA Company: AIT-Arctic Information Technology, Inc. Type of Position: Regular Full-Time FLSA Status: Exempt
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