The Microsoft Dynamics CRM team provides support for top-of-the-line business applications from Microsoft, their partners, and their customers around the globe, including Dynamics 365 Customer Engagement (CRM), and Microsoft Power Apps and Flows etc., a next-generation software integration/automation. First-level Support Engineers work directly with customers on cases, maintaining communication via phone, email, and remote support screensharing. To resolve issues quickly, you will collaborate with peers, technical leads, high-level Microsoft engineering teams, and other product teams.
The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers technical issues. You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environment will also make you an ideal candidate.
Responsibilities
This role will:
- Act as the primary technical contact, deliver advanced technical troubleshooting and problem-solving solutions for corporate customers including, issues escalated to the highest level of management
- Diagnose and resolve technical issues in Microsoft Dynamics CRM
- Research questions using available information resources and advise customers on appropriate action
- Collaborate on cross-team and cross-product technical issues by working with colleagues from other teams as needed to resolve customer problems
- Collaborate with subject matter experts and escalation managers when additional support is needed
- Manage critical issues by setting customer expectations, devise and implement action plans and professionally communicate to all parties involved
- To use professional business language when communicating verbally or in written with the customers.
- Comply with and execute appropriately all specific tasks related to the position or ad hoc tasks.
Qualifications
- Fluency in English (written and spoken)
- Time Management and multitasking
- Superior researching, problem-solving and troubleshooting skills
- Excellent customer service skills (customer centric)
- Adaptability to work independently and as part of a team, bringing in experts when needed
- Basic Cloud Knowledge (Virtual Machines), Understanding of Data bases query/SQL, Basic knowledge of programing languages.
- Passion for technology
- Self-learner, striving for continuous development
- Technical / Analytical thinking
- Basic computer usage skills
- Ability to work in dynamic environment and adapt to changes
