Support Consultant

This role is part of the Malaysia Support Team, reporting to the APAC Regional Support Manager, and contributes to the Global Support function. As a Support Consultant, you will provide ongoing support to Annata partners and customers, working across Microsoft Dynamics 365 (F&O and CE) as well as the Annata A365 solution.

Responsibilities

• Provide 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 and 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 esca...