Dynamics CRM Technical Support Engineer at Tek Experts

We’re seeking a customer-oriented Technical Support Engineer Level 2 to work on behalf of our client to resolve complex customer cases. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service. This role is expected to take cases escalated by customers and/or Level 1 Support Engineers and should provide quick and accurate support.

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Responsibilities
The Microsoft Dynamics team provides support for top-of-the-line business applications from Microsoft, their partners, and their customers around the globe, including Dynamics 365 Operations, Dynamics 365 Business Central (ERP), Dynamics 365 Customer Engagement (CRM), and Microsoft Power Apps and Flows, 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.

This role will:

• Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
• Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.
• Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
• Mentor junior support engineers as needed or requested by management.

Qualifications
Dynamics is a good fit for you if:

• You’re familiar with Dynamics 365 Operations, Dynamics 365 Business Central (ERP), Dynamics 365 Customer Engagement (CRM), and Microsoft Power Apps and Flows.
• You’re proficient in both written and oral English.
• You’re creative, adaptable and have strong problem-solving skills.
• You’re customer-obsessed, take the initiative and exceed expectations.
• You’re a fast learner interested in understanding our products.
• You’re proficient in both written and oral English.

In this role:

• 2 – 3 years of technical and customer support experience are required.
• Higher-level technical education is preferred.
• Certifications relevant to the product are helpful.