Technical Consultant (Customer Support)

Role Purpose
As the Technical Consultant, you will be the first point of contact for customers requiring assistance with the Business Central ERP solution. The role focuses on delivering excellent customer service by responding to enquiries, diagnosing issues, providing guidance, resolving problems where possible, and coordinating with internal technical teams when further investigation is required.

The successful candidate will build strong customer relationships while ensuring support requests are managed efficiently and resolved within agreed service levels.

Key Responsibilities

• Respond to customer enquiries via phone, email, and the support portal.
• Log, prioritise, and manage support tickets through the helpdesk system.
• Provide guidance, advice, and best practice to customers using Microsoft D365 Business Central.
• Investigate reported issues and identify appropriate solutions or workarounds.
• Resolve functional support requests where possible.
• Escalate complex technical issues to developers or senior consultants when required.
• Liaise with development teams to ensure customer issues are investigated and resolved.
• Keep customers informed of progress and expected resolution times.
• Maintain accurate support records and documentation.
• Contribute to the knowledge base by documenting common issues and solutions.
• Assist with testing software fixes before release.
• Work collaboratively with colleagues to deliver a high standard of customer support.
• Ensure service levels and response targets are consistently achieved.

Skills & Experience
Essential

• Minimum 3 to 5 years' experience in a customer service or customer support environment.
• Excellent communication and interpersonal skills.
• Strong problem-solving and organisational abilities.
• Experience managing customer support tickets through a helpdesk system.
• Ability to prioritise multiple requests in a fast-paced environment.
• Professional and customer-focused approach.
• Good written communication skills.

Desirable

• Knowledge of Microsoft Dynamics 365 Business Central.
• Understanding of ERP support processes.
• Experience supporting business software applications.
• Familiarity with Microsoft Office applications.
• Experience working with issue tracking or ticketing systems.

Personal Attributes

• Customer-focused and approachable.
• Patient and empathetic when dealing with customer issues.
• Self-motivated with a proactive attitude.
• Strong attention to detail.
• Able to work independently and as part of a team.
• Committed to delivering excellent customer service.

Role Outcome
The Technical Consultant ensures customers receive timely, professional, and effective support, helping them resolve issues, maximise the use of Business Central, and maintain confidence in the company's products and services.