Job Description
The Dynamics Business Applications Support Engineer provides front-line support for Dynamics 365 applications, assisting end users with technical issues and queries. This role serves as an initial point of contact for diagnosing and resolving basic issues, ensuring a high level of customer service and efficient issue resolution.
What skills and working characteristics should this person have?
Technical Skills:
Basic knowledge of Dynamics 365 applications.
Understanding of CRM systems and related technologies.
Experience with remote support tools and service desk software is a plus.
Soft Skills:
Strong communication skills (both written and verbal).
Excellent customer service skills, with a focus on user experience.
Ability to prioritize and multitask in a fast-paced environment.
Strong problem-solving skills with attention to detail.
Teamwork - Ability to work collaboratively within the support team and with other departments.
Adaptability - Willingness to learn and adapt to new tools, processes, and technology.
As a Support Engineer, you ll be responsible for:
Support and Troubleshooting:
Customer Interaction: Act as the first point of contact for all Dynamics 365-related queries and incidents, via phone, email, or ticketing system.
Incident Management: Log and prioritize incidents and service requests within the ticketing system, ensuring timely updates and resolution.
Basic Troubleshooting: Diagnose and resolve basic technical issues related to Dynamics 365 applications, escalating more complex issues to senior engineers as needed.
Customer Service:
Customer Service: Provide excellent customer service, demonstrating empathy and effective communication skills.
SLA Compliance: Ensure all incidents and requests are handled within agreed Service Level Agreements (SLAs) and key performance indicators (KPIs).
Documentation and Knowledge Sharing:
Documentation: Maintain detailed records of customer interactions and resolutions, ensuring accurate documentation of troubleshooting steps.
Knowledge Sharing: Contribute to internal knowledge bases, creating articles to assist colleagues and end-users with common issues.
Proactive Support:
Proactive Monitoring: Assist with the monitoring of Dynamics 365 applications and alerts, taking action to resolve or escalate where required.
Guidance and Advice: Provide guidance and advice to users on best practices and basic IT processes.
Job Classification
Industry: IT Services & Consulting
Functional Area / Department: Customer Success, Service & Operations
Role Category: Customer Success
Role: Customer Success Associate
Employement Type: Full time
Contact Details:
Company: Zensar
Location(s): Mumbai
Keyskills:
Ticketing
Service level
Production support
Incident management
Customer service
Troubleshooting
Remote support
Monitoring
CRM
Customer interaction
