Dynamics CRM Support Consultant

About Tribal

Tribal is a leading EdTech business providing market leading software solutions to the global education market. We strive to research, develop and deliver the products, services and solutions needed by education institutes worldwide to support their primary goals of educating students, providing optimum learning experiences and ultimately delivering successful outcomes.

Our Tribal Dynamics team support our education customers to make the most of their Dynamics systems, enabling them to streamline processes, improve customer engagement, and make data-driven decisions.

You will work remotely with the requirements not occasional travel when needed.

The Role

As a Dynamics Support Consultant, you will play a crucial role in helping clients effectively use Microsoft Dynamics software to meet their business needs. You will bridge the gap between the technical capabilities of Microsoft Dynamics and the practical needs of businesses. Your duties will include:

Support and Troubleshooting:

• Serve as the primary contact for queries and incidents related to Dynamics 365, accessible via phone, email, or the ticketing system.
• Record and prioritise incidents and service requests in the ticketing system, ensuring regular updates and prompt resolution.
• Identify and fix basic technical issues involving Dynamics 365 applications, and escalate complex problems to senior engineers when necessary.

Customer Service:

• Deliver exceptional customer support with a focus on empathy and clear communication.
• Ensure all queries and requests are managed within established Service Level Agreements (SLAs) and key performance indicators (KPIs).

Record Maintenance and Knowledge Sharing:

• Keep comprehensive records of customer interactions and issue resolutions, including thorough documentation of troubleshooting steps.
• Enhance internal knowledge bases by creating articles to assist both colleagues and end-users in resolving common issues.

Continuous Support:

• Monitor Dynamics 365 applications and respond to alerts, taking appropriate action or escalating when needed.
• Offer users guidance and recommendations on best practices and fundamental IT processes.

The Skills you’ll have:

• Excellent customer service and communication.
• A strong interest in Tech and IT.
• Ability to pick up and understand software quickly.
• Some understanding of Microsoft Dynamics.

It would be great if you had:

• A deep understanding of Dynamics.
• Experience in working with Higher Education institutes.

What can Tribal offer you?

We offer a range of exceptional benefits to support your wellbeing and work-life balance, including a comprehensive Health Cash Plan, Private Medical Insurance and Employee Assistance Programme, along with a generous parental leave package and the ability to buy or sell holiday each year. We also offer the option of working overseas for up to 8 weeks per year. You'll also have access to E-Learning Opportunities to enhance your skills, Volunteer Days to give back to your community and access to Achievers, our reward and recognition platform, to ensure you can thrive both personally and professionally in a supportive and rewarding environment.

We’re committed to creating an environment that enables employees to balance their responsibilities inside and outside of work and encourage and support a range of flexible working patterns for all colleagues. If you need flexibility, apply and discuss your needs with us.

Criminal Records and Security Checks

If you are successful in your application, a security/criminal record check will be required before we can employ you, If, following the check the nature of a conviction is deemed unacceptable, this may lead to an offer of employment being withdrawn.

As an equal opportunity employer, Tribal celebrate diversity and are committed to creating an inclusive environment for all employees. We make sure that our recruitment and selection processes never discriminate based upon any protected characteristics and actively welcome applications from all groups, not least those underrepresented in the tech sector.

Note to all applicants - Tribal reserve the right to close an advertisement to applications ahead of the advertised closure date. For this reason, shortlisting may take place prior to the closing date on some occasions. With this in mind, please do not hesitate to apply early.