Support Consultant (MD365 Customer Journeys)

Cluster Reply is a company operating in consulting and technology fields, providing support and expertise for Microsoft Dynamics 365 solutions focusing on Customer Insights – Journeys.

• Bachelor’s degree in Computer Science, Software Engineering, or related field, or equivalent experience.
• Practical experience with Microsoft Dynamics 365, especially Customer Insights – Journeys.
• Strong understanding of customer journeys, segmentation, automation, and marketing processes.
• Experience in providing application or functional support within a Microsoft Dynamics 365 environment.
• Customer-first mindset with empathy and professionalism in user interactions.
• Strong analytical and problem-solving skills.
• Ability to explain technical or functional topics clearly.
• Fluent communication skills in English and Polish.
• Availability to work in a hybrid mode with at least one visit to the office per month.

• Provide functional support for Microsoft Dynamics 365 solutions focused on Customer Insights – Journeys.
• Analyze and resolve user issues related to Customer Journeys, Segments and triggers, Marketing forms and emails, Event Management, and Customer Insights Journeys configuration.
• Investigate and troubleshoot functional issues, escalating technical problems when necessary.
• Advise users on best practices and recommended solution designs.
• Collaborate closely with project consultants and implementation teams to resolve complex requests.
• Document recurring issues, solutions, and knowledge articles to improve support quality.
• Ensure timely and professional communication with internal and external users.
• Contribute to continuous improvement of support processes and customer satisfaction.