Annata operates a general support team with regional support locations in the UK, Malaysia and the US, enabling our customers and partners to be serviced 24 hours a day, 5 days a week. The global team operates as a single business unit, managed by the Head of Global Support, sharing unified processes and workloads with regional support management.
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The Support Delivery
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Lead role will work as part of the EMEA Support team, reporting to the EMEA Regional Support Manager.As a Delivery Lead you will be involved in dealing with supporting standard Microsoft Dynamics F& O, CE and the Annata A365 solution. This will include working on support tickets for EMEA Partners and Customers that have a Service Level Agreement (SLA) with Annata for issues and bug fixes. Also assisting with requests and small changes that are aligned to the needs of our Customers and Partners as part of their continuous improvement projects.In addition, you will be assigned to a number of customers and partners, becoming their main day-to-day contact. You will be responsible for regular update calls, monthly reporting and the delivery of continuous improvement initiatives and Microsoft/Annata service updates.Role:1. Management of customer issues throughout the whole support lifecycle:
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La siguiente información tiene como objetivo proporcionar a los posibles candidatos una mejor comprensión de los requisitos para este puesto.
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Ability to triage a support ticketAble to follow support processesApplying knowledge to be able to replicate and progress the ticketEffective communication to the customer and internally with colleaguesCompleting standard documentationPrioritization of workTicket turnaround to ensure that customer SLAs are metLogging tickets through to 3rd parties as/when requiredResponsible for completing internal acceptance testing of fixes and solutions 2. Maintain customer and partner engagement with regular calls to discuss ticket updates and requests.
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- Manage the D365 service updates when applicable.
- Manage customer Business as Usual (BAU) releases when applicable.
- Customer change requests – Involved in completing functional design documentation and providing estimates to the customer for the requested work.
- Project management for smaller projects (Under 50 days).
- Timely and effective response to requests for advice and/or assistance.
Responsibilities:\n
- Provide 3rd and 4th line functional support to partners and customers. This includes knowledge of the Standard Dynamics functionality and Annata A365 functionality, setup & configuration, feature management and troubleshooting to establish a root cause.
- Handle partner and customer incident, request and change request tickets efficiently.
- Clear and concise communication to the customer, regular screenshares for knowledge transfer and guidance as required.
- Ensure all support documentation is completed in line with support processes.
- Work to ensure SLAs are met in line with support agreements.
- Effective escalation of support tickets where SLA may breach.
- First point of contact for specific customer and partners. Able to maintain good relationships through engagement, communication and regular meetings.
- Maintain strong relationships with other departments within Annata, ensuring the customer and partner tickets are resolved quickly.
- Managing multiple concurrent issues and escalations at any one time.
Skills and Experience:Required\n
- Extensive Microsoft Dynamics Experience: Minimum of 5 years' hands-on experience with Microsoft Dynamics 365 Finance & Operations (F& O) or Customer Engagement (CE), ideally within a support, customer service, or service delivery environment.
- Issue & Escalation Management: Proven ability to manage multiple concurrent issues and customer escalations in high-pressure situations, ensuring timely resolution while maintaining high standards of service quality.
- Problem Solving & Initiative: Self-motivated and proactive in diagnosing and resolving technical and functional issues reported by customers and partners, demonstrating ownership and accountability.
- Organizational & Prioritization Skills: Strong organizational capabilities with a keen attention to detail, ensuring tasks are prioritized effectively and critical information is clearly communicated and actioned.
- Communication & Stakeholder Engagement: Excellent interpersonal and communication skills, with the ability to convey technical concepts to non-technical audiences in both written and verbal formats.
- Customer Service Excellence: Demonstrated ability to manage customer expectations, respond to inquiries professionally, and deliver a consistently positive customer experience.
- Support Tools & Systems Proficiency: Skilled in using support platforms and ticketi