Customer Support Analyst (Dynamics CRM)

at  Peppermint Technology

This role will focus on 1st and 2nd line incident support management which will see the analyst largely focus on technical incident resolution. This role is Nottingham office based.
We are looking for an enthusiastic and flexible support analyst to provide best-in-industry support of Peppermint’s products and ensure the customer experience is nothing short of excellent.
This role will require the support analyst to provide application support of the Peppermint CX and CX365 products, built on MS Dynamics and SharePoint, to both our Cloud and On-premises customers along with the supporting applications stack.
It will include ensuring that our products are providing the maximum benefit to our customers by answering their questions, solving their problems and ensuring that they are getting the best value out of the product as possible. It will involve front-line working with customers, guiding them through their day-to-day use of the product. Internal training on products and services will be provided.

THE COMPANY

Multi award winning Peppermint Technology provides a game changing business technology Platform for the legal sector that hosts an array of business applications. The Platform is a SaaS offering which is built and certified on the Microsoft Dynamics platform. We hire people who want much more than a job. The team at Peppermint is united in changing the status quo of an industry and this takes great talent, passion and commitment. We are looking for likeminded people to join the team as we aim to become the leading legal software company. Peppermint offers an unrivalled working environment and the chance to work with new and emerging technologies.

You will be responsible for supporting our multiple applications for our client but the primary application you will be looking after is MS Dynamics which is integral to our client’s processes and integrated to their systems
As Customer Support Analyst you will be expected to develop an in-depth working knowledge of the core business applications including Dynamics 365 to ensure support is provided to our clients.

As a member of the customer support team, you will be responsible for providing a first-class customer support service through:

• answering calls, emails, or other forms of contact from customers and helping to answer their questions or resolve their issues
• providing timely, intelligent and professional responses to customer queries
• actively supporting the customer in all aspects through to problem resolution keeping the customer informed throughout the life of incident.
• analysing customer problems to arrive at the most appropriate answer.
• keeping accurate records of activities carried out when helping a customer
• reporting defects and ensuring they are accurately described and properly researched before passing to development / product management
• representing Peppermint with a meaningful, professional and enthusiastic disposition
• contributing to continual process improvement in the customer support and other areas of the business as appropriate