Support Consultant (MD365 Customer Journeys)

Reply specialises in designing and implementing solutions based on new communication channels and digital media. Structured as a network of highly specialised companies, Reply supports leading European industrial groups in sectors such as Telco & Media, Industry and Services, Banking and Insurance, and Public Administration, helping define and develop business models enabled by new paradigms such as AI, Cloud Computing, Digital Media, and the Internet of Things. Reply’s services include Consulting, System Integration, and Digital Services.

• Bachelor’s degree in Computer Science, Software Engineering, or a related field (or equivalent practical experience).
• Practical experience with Microsoft Dynamics 365, especially Customer Insights – Journeys.
• Strong understanding of customer journeys, segmentation, automation, and marketing processes.
• Experience providing application or functional support in a Microsoft Dynamics 365 environment.
• A customer-first mindset with empathy and professionalism when interacting with users.
• Strong analytical and problem-solving abilities.
• The ability to explain technical or functional topics clearly and understandably.
• Fluent communication skills in English and Polish.
• Availability to work in a hybrid mode with at least 1 visit to the office per month.

• Provide functional support for Microsoft Dynamics 365 solutions with a focus on Customer Insights – Journeys.
• Analyze and resolve user issues related to Customer Journeys, Segments and triggers, Marketing forms and emails, Event Management, Customer Insights Journeys configuration.
• Investigate and troubleshoot functional issues, escalating technical problems when necessary.
• Advise users on best practices and recommended solution designs.
• Work closely with project consultants and implementation teams to resolve complex customer 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.