Technical Support Consultant

About the Role
We are seeking a proactive and personable Microsoft Dynamics 365 Customer Engagement (CE) Support Specialist to join our growing team in Melbourne. This newly created role will act as a crucial bridge between our clients and our offshore Dynamics 365 engineering team, ensuring that deliverables meet the highest standards and client expectations are consistently exceeded.

The Opportunity
In this role, you will serve as the local expert, addressing client concerns and issues directly, both on-site and remotely. By leveraging your strong knowledge of Microsoft Dynamics 365 (CE module) and exceptional people skills, you’ll help troubleshoot problems, workshop solutions, and guide our offshore team to successful outcomes.

You won’t need to project manage solutions but will play a vital role in ensuring clear communication, actionable plans, and client satisfaction.

Key Responsibilities

• Act as the first point of contact for clients experiencing issues with Microsoft Dynamics 365 CE, providing on-site and remote support as needed.
• Collaborate with clients to “whiteboard” solutions, clarify requirements, and develop actionable plans for resolution.
• Liaise with the offshore Dynamics 365 engineering team (South Africa) to ensure clear understanding of deliverables and timelines.
• Monitor the progress of support tickets and escalate when necessary to meet client expectations.
• Build and maintain strong client relationships, fostering trust and confidence in the support process.
• Provide guidance to the offshore team on the local client’s needs and priorities without directly managing the project.
• Stay updated on Dynamics 365 CE capabilities to provide insights and recommendations to both clients and the engineering team.

• Solid knowledge of Microsoft Dynamics 365 Customer Engagement (CE), including troubleshooting and process optimization.
• Excellent interpersonal skills, with the ability to build rapport and navigate challenging conversations.
• Strong problem-solving abilities, with a knack for turning complex issues into actionable plans.
• Experience collaborating with remote or offshore teams is highly desirable.
• An ability to work autonomously while staying aligned with broader team goals.
• Willingness to visit client sites in Melbourne to address and resolve issues directly.

Benefits:

We recognize that diverse perspectives fuel innovation. Studies show that women and people of color are less likely to apply for positions unless they meet every qualification. At our company, we value diversity and inclusivity, and we encourage you to apply even if you don't meet every requirement. You might be the ideal candidate for this or other opportunities.

To discover more roles, please visit www.growtalent.com.au.