Customer Services Consultant

As a Customer Services Support Consultant at MADIC dynamics you will be working to resolve customer support incidents in line with our working procedures and Customer SLA agreements.

The main focus of this role will be to undertake in-depth investigation of incidents logged by phone or via the Service desk Portal from customers, identifying any product issues, providing the customer with operational insight into the use of the products, then resolve and close incidents in line with statistical requirements, and to keep to software version control.

Key responsibilities and tasks

• To undertake in-depth investigation of logged incidents: troubleshooting errors, identifying issues, and implementing resolutions within SLA
• To work with multiple customers and systems (365 Business Central / Microsoft Dynamics NAV)
• To support 3rd party software within 365 Business Central / Microsoft Dynamics NAV
• Where an incident is identified as resolvable at software support level, to produce scripted documentation for the knowledge-base
• To work with financially sensitive customer data in line with working practices
• To attend meetings on customer site as required
• To provide on-site support to customers as required
• To carry out ad-hoc tasks as required to criteria and timescales requested by line manager.

Success Criteria

• Customer focused and can deliver customer service to required standards in a professional manner
• Strong attention to detail and accuracy in all work
• Ability to deal with colleagues in a professional, friendly and helpful manner
• Ability to empathise with customer and be diplomatic when communicating with them
• Maintains a smart professional image
• Excellent analytical skills to develop realistic, workable solutions to problems
• Ability to suggest creative solutions to solve complex technical problems
• Ability to work multiple incidents at the same time
• Ability to communicate effectively at all levels
• Able to work on work on own initiative, be self-motivating and make own decisions with minimal supervision.

Skills & Competencies

• Previous Microsoft Dynamics NAV and/or Dynamics 365 Business Central experience & knowledge essential
• Excellent working knowledge of Microsoft Dynamics NAV / Dynamics 365 Business Central solutions
• Previous software support experience highly desirable
• ERP/Accounts experience preferable but not essential
• Working knowledge of SQL/Database knowledge is preferable 
• Experience in working with BI products such as JET desirable
• Knowledge of the operating systems and databases on which the solutions are deployed
• Knowledge of tax/financial regulations would be beneficial
• Excellent written and verbal communication skills
• Where English is not the first language then English language skills will be required in order to communicate information
• Self-starter; able to work independently on incidents and manage workload within the team
• Team player; able to work as part of a multi-disciplinary teams
• Quick learner; able to become productive quickly.

Why join MADIC dynamics?

We are a rapidly expanding business, characterised by a customer-centric ethos ingrained throughout our organisation and people. We also cater to diverse sectors, with a specific focus on furniture, fashion, pub and brewery companies.

Within our dynamic team comprising of over 30 staff, this role presents an opportunity to become an integral part of our enthusiastic and growing company, contributing to our continued success. As a valued team member, you will collaborate with friendly and supportive colleagues, actively participating in the delivery of large projects for exciting companies and well-known household brands.