Microsoft CRM (CE) Support Consultant

Responsible To: Customer Services Manager/Director

Division: Customer Services

We’re looking for a Microsoft CRM (CE) Support Consultant to join Elite Dynamics and help our customers get the most from Microsoft Dynamics 365 Customer Engagement and the Power Platform. As part of the Customer Services team, you’ll be responsible for investigating and resolving support queries, managing cases through to completion and keeping customers informed throughout the process. You’ll work closely with internal teams and third-party providers, manage SLAs and contribute to a reliable, responsive support experience across our growing global customer base.

Location and hours of work:

At Elite Dynamics we champion our clients to utilise the power of tech to improve productivity and performance, and it’s the same for our people. We offer a remote working policy for all employees, albeit some international travel will be required for training, events and periodically scheduled company meetings.

This role is a full-time home-based role, with typical working hours expected between 9am and 5.30pm, although we do like to finish a little earlier on Fridays.

About this Microsoft CRM (CE) Support Consultant

The Microsoft CRM (CE) Support Consultant is responsible for providing responsive, high-quality support to customers using Microsoft Dynamics 365 Customer Engagement and the Power Platform.

Success in this role will be defined by the ability to investigate and resolve support queries effectively, manage cases within agreed SLAs and provide customers with clear, consistent communication throughout the process.

We are looking for an experienced Microsoft CRM (CE) Support Consultant to join our Customer Services team and support customers across our growing global client base.

This role will be responsible for managing support cases from initial enquiry through to resolution, working closely with internal teams and third-party providers while helping customers get the most from their Microsoft technology.

Key Responsibilities of the Microsoft CRM (CE) Support Consultant

We are looking for a Microsoft Customer Engagement Support Consultant who will be responsible for:

• Responding to customer support queries, logged via telephone, email and through our online customer support system
• Proactively Investigating Support calls and managing them through to completion
• Liaise with other Elite Dynamics Professional Services team and 3rd party software providers.
• Communicating with customers and 3rd Party suppliers
• Managing your Support calls
• Managing SLA’s (Service Level Agreements) and making sure there are no breaches
• Providing KPI reports to the Customer Service Manager.

Essential skills & attributes

• Microsoft Customer Engagement experience
• Microsoft Power Platform Experience: Power BI / Power Automate / Power Apps / Power Pages / Copilot Studio
• Experience with training
• Excellent Communication and Customer facing skills
• Understanding of the Microsoft Office 365 stack
• Experience in a support and consultative role

Desirable skills & attributes

• Knowledge of the holiday park or marina industries
• Demonstrable evidence of using Microsoft Power Platform

PERSONAL SKILLS

• A professional 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 with the team.
• Ability to manage workload and time according to SLA’s
• Good attention to detail and investigation skills
• Resourceful, energetic, and enthusiastic, prepared to go the “extra mile”.