This role will focus on 1 st and 2 nd 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. RESPONSIBILITIES 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 KNOWLEDGE, SKILLS & COMPETENCIES Essential experience providing application-level support to external customers A minimum of 2 years’ experience of providing front-line and/or second-line customer support in an applications software support operation troubleshooting, analysing and investigating application software and/or IT systems highly desirable in a customer-facing role experience relaying and translating customer requirements and technical details clearly across the team proven experience communicating clearly and effectively with customers familiarity with ITIL and SLA best practices Desirable experience working with Dynamics CRM (2015, 2016 or D365) including configuration and customisation knowledge of any business systems (CRM or ERP), as well as understanding of the functionality for these systems to troubleshoot and resolve application issues experience working with Microsoft SharePoint 2010 or Online experience working with SQL experience of legal applications and/or supporting software used within a legal services environment would be an advantage experience working with Microsoft IIS WHAT WE’RE LOOKING FOR an obsession for a great customer experience – you will be committed to “right first time” and continuous improvement customer focused: you’ll understand how to help customers who may themselves be under pressure ability to analyse, draw conclusions and create solutions to customers’ moderately complex problems able to demonstrate an aptitude for technology and software solutions strong tech to non-tech translation skills resilience and ability to work under pressure; balancing individual workload and incoming calls simultaneously positivity and self-motivation with the drive to achieve results ability to use a team approach to solve problems when appropriate taking initiative in building and maintaining own knowledge and skills excellent attention to detail - logical and thorough in approach KEY RELATIONSHIPS Peppermint Customers Customer Support Team Customer Success Team Service Delivery Managers Development/Test team Tier 3 Support 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. What's important to us Customer Success: We put our customers and their success at the heart of everything we do Time : We make good use of our time, make time for others, deliver on time, all of the time Quality : We are experts and the best at what we do. We consistently deliver high quality outcomes Together : We create opportunities together, find solutions together and win together Positive : We have a positive attitude and believe in the possible Please note Peppermint are unable to offer sponsorship to work in the UK.