Senior Client Services Consultant D365 Finance (Supporting a client in Guam and expected to work in the corresponding time zone)

　　Overview 

　　JOB SUMMARY: The Senior Client Services Consultant -- Dynamics 365 Finance/AX role provides functional application consulting services for Microsoft Dynamics 365 (D365) Finance and Dynamics AX Clients in implementation as well as post go-live environments.  This work will include full lifecycle services, troubleshooting and resolving reported issues with configurations, data, functional software, business processes, and advanced how to questions.  This role will also participate in providing other consulting services such as release management tasks, software quality assurance, enhancements, training, etc.  This role must deliver excellent Client service and have strong Client relationship skills.

　　ResponsibilitiesESSENTIAL FUNCTIONS:  

　　Resolve support requests by providing superior support services as measured by ticket quality, call quality, resolution quality and timing, and overall Client satisfaction. Assist with support queues and ensure tickets are moved through the support process in a timely manner and escalated when appropriate to bring to quicker resolution. Provide timely and efficient configuration, testing and training services to Clients during mission critical implementation projects and quarterly enhancements. Responsible for tracking all tickets along with all activities (notes, phone calls, emails) within our internal support ticketing system and constantly keeping these tickets up to date.  Utilize all means of support for issue resolution, including internal and external community forums, search engines, and knowledge sharing with team members and encourage collaboration amongst peers. Ensure our Service Level Agreements (SLAs) constraints are met per our support contracts. Proactive communication with Clients to strengthen our partnership.  Deliver services included in the subscription contracts: i.e., help desk support, quarterly training sessions, release management, status reporting. Participate, when asked, in tasks relating to base configuration, data conversion, feature testing, solution testing, and user acceptance testing as well as development support to implementation teams. Assist with end user training for Clients in a one-on-one, webinar and classroom style settings. Perform services to add feature enhancements for specific support contracts. Work with management to create and maintain ArcticAscend Support Standard Operating Procedures (SOPs).  Participate in onboarding process ensuring a smooth transition from implementation to support.  Proactively work to improve existing ArcticAscend Support procedures, processes, and tools. ```{=html}

　　```- Mentor Support Consultants.  - Support management with various duties.  

　　QualificationsQUALIFICATIONS:

　　Bachelor's degree in Accounting, Business, Computer Science, or related field or equivalent experience. 5+ years of Microsoft Dynamics AX experience.  

　　2+ years of Microsoft Dynamics 365 Finance experience.  

　　5+ years of industry, consulting, and/or support services experience. 

　　Skilled in planning, organizing, and managing time across multiple tasks.  

　　Skilled in understanding Client needs and providing quality Client service.  

　　Strong understanding of business processes. 

　　Strong phone contact handling skills and active listening. 

　　Ability to build rapport with Clients. 

　　Excellent co