Customer Support Consultant

Job Title: Customer Support Consultant

Location: US / UK / Canada

About Us:

At Leasepath, a Microsoft Business Applications Partner, we are a rapidly growing global provider dedicated to empowering Finance Institutions and Lease/Loan Brokers in the Asset Finance industries, including Banking, Independent Finance, Automobile Captive and Equipment Captive with leading technology solutions for Customer Engagement, Originations and Process Automation on the Microsoft Cloud (Microsoft Dynamics 365 & Microsoft Power Platform).  The company’s embrace of the Microsoft Power Platform gives it a strategic advantage in speed of delivery and constant innovation.  Combine that with an energetic and caring team of professionals possessing highly relevant domain expertise. www.Leasepath.com

Leasepath provides financial services companies with the tools to increase sales, reduce risk, and improve efficiency and profits.  Our products are Cloud First and SaaS-only, and we consistently deliver quality quarterly updates to all our customers.  We have existing customers in North America, Europe and Australia and are continuing to expand our markets.  We are a great team of work hard, play hard, real people, and we support all our teammates even as a fast-growing organization.

Position Overview:

As a Customer Support Consultant, you’ll be the first point of contact for our customers, providing exceptional support and troubleshooting for our Leasepath products. You’ll play a crucial role in ensuring customer satisfaction and loyalty.

Job Responsibilities:

• Case Management:
  • Update and maintain an internal case management tracking system for all support cases on a real time basis
  • Respond promptly to incoming customer cases via email (phone call and chat can always be used)
  • Troubleshoot and resolve technical issues related to our Leasepath products
  • Provide clear and concise explanations to customers, ensuring they understand the solutions provided
  • Ensure timely and appropriate handoff across time zones to other Leasepath support teammates
  • Coordinate all support cases through the support leveling best practices and handle all customer support communication
• Knowledge Base Management:
  • Establish and maintain a strong foundational working knowledge across all Leasepath products and services
  • Contribute to and maintain our knowledge base, ensuring it’s up-to-date and accurate based upon support cases raised by customers
  • Assist in creating and updating documentation
• Customer Satisfaction:
  • Strive to exceed customer expectations and help drive high customer retention by providing excellent service and resolving issues timely, efficiently, and in a consultative manner
  • Collect customer feedback and report findings to the Customer Support Coach
• Team Collaboration:
  • Work closely with all teammates, including Level 2 and 3 support and product development, to resolve complex issues
  • Escalate blockers that are causing support cases to remain unresolved
  • Participate in team meetings and ongoing training sessions

Qualifications:

• Excellent customer service skills
• Strong technical aptitude and problem-solving skills
• Excellent verbal and written communication skills
• Ability to work effectively under pressure and meet deadlines
• Customer-oriented mindset with a passion for providing exceptional consultative support
• Expert proficiency in using customer support software and tools
• Experience with Microsoft Dynamics for Sales and / or the Equipment Finance Industry is preferred

Key Competencies:

• Customer Focus
• Relationship Building
• Communication
• Problem Solving
• Team Collaboration

Recommended Certifications:

• Microsoft Dynamics 365 Fundamentals (MB-910):
  • This certification provides a foundational understanding of Dynamics 365, including its various modules (Sales, Customer Service, Finance, Operations, etc.).
  • It demonstrates a broad understanding of the platform, which is essential for CSMs who need to navigate different aspects of the software and communicate effectively with customers.
• Microsoft Power Platform Certifications (PL-100, PL-400)
  • Understanding the Power Platform (Power Apps, Power Automate, Power BI) is essential for customizing D365 and creating customer-centric solutions.
  • Being able to use these tools means that the manager can help the team create automation to help with customer success.
• Dynamics 365 Customer Service Functional Consultant Associate (PL-200)
  • If your support involves handling customer service within D365, this certification is incredibly valuable.
  • It validates skills in configuring, customizing, and using D365 Customer Service.

Benefits:

• Competitive salary and benefits package
• Opportunities for professional growth and development