OVERALL RESPONSIBILITY:
- Resolve support tickets in a timely manner and in accordance with Incident Management procedures and document standards as directed by the Customer Services Manager
- Endeavour to reduce support tickets by continuously improving the availability and quality of customer-facing how-to materials such as FAQ’s, tipsheets, knowledge base documentation and video content
- Escalate tickets appropriately in support of high quality customer service delivery
- Work closely with the 1st line Customer Services team to aid in their ongoing knowledge of Elite’s CRM and CRM-related solutions
- Based on the insights gleaned from the support ticket data, seek improvements to the content and manner of project delivered services
- With the support of the CE Lead Consultant and CE Consultant, perform hands on system builds
- Work with the CE Lead Consultant and CE Consultant in the delivery of projects to Elite customers to perform tasks including but not limited to: gathering requirements, engaging with stakeholders, authoring functional documentation, training and other onsite activities
- Work closely with project managers and provide updates of progress in a timely manner while complying with all project governance requirements
- Assist in the testing of new releases, customer implementations and software modifications
- Comply with all Elite policies and procedures and information security policies and procedures
ESSENTIAL SKILLS
- 1+ years of Microsoft Dynamics 365 product experience, ideally with CRM and Business Central, in a support, administrative and/or consultative capacity
- Knowledge of the Holiday Park and/or Marinas industry
- Experience supporting and training users on Dynamics 365 platforms, most notably CRM
- Strong communication and stakeholder engagement skills
- Understanding of the Microsoft Office 365 stack
- Superior customer service skills with the ability to deliver technical support with patience, efficiency and empathy
- Basic knowledge of Microsoft Workflows, Power Automate, Power Platform and Power BI
DESIRABLE SKILLS
- Experience working within the Holiday Park and/or Marinas industry
- Demonstrable experience using Microsoft Workflows, Power Automate, Power Platform and Power BI
- Relevant Microsoft certification(s)
- ITIL V4 certification or equivalent experience
- Knowledge of GDPR
PERSONAL SKILLS
- A professional “can do” attitude
- Excellent written and oral communication skills
- An ability to be self-motivated and driven to achieve professional goals
- The ability to work on your own initiative without supervision whilst contributing and participating to the team
- Ability to manage workload and time according to internal and external SLA’s
- Superior attention to detail and troubleshooting skills
- Superior customer service skills
- Resourceful, energetic, and enthusiastic, prepared to go the “extra mile”
Sa lary: £30k DOE
Don’t meet every requirement? We still encourage you to apply! We value diverse experiences and skills, and recognize that talent comes in many forms. If you’re passionate about the role and believe you can contribute, we’d love to hear from you. Your unique perspective might be just what we’re lookin
Life at Elite Dynamics:
25 Days holiday per year + Statutory holidays
Comprehensive benefits package, including Life Insurance
Opportunities for professional development and career advancement
Dynamic and supportive work environment with a focus on collaboration and innovation.
We will also encourage your potential to grow and maximise your personal development if you are interested in progressing into a different or more expansive role.
Location & Hours of Work:
Elite Dynamics has a flexible remote work policy for its employees. You will normally work between 37 and 40 hours a week, 9:00am to 5.30pm, Monday to Thursday and 9:00am to 5:00pm on Fridays. Additional hours may be required to meet deadlines, which could include evenings and weekends. Ultimately, we are a team of self-motivated professionals who are trusted to manage their time optimally.
