Technical Support Engineer - Dynamics CRM at Tek Experts

Job ID: 5051

Overview

• 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.

Responsibilities

• 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 Role

• 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
Main Skills/Competencies Requirement:

• Fluency in English (written and spoken)
• Must have completed the compulsory 1-year NYSC or have an exemption certificate
• 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
• 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
• Ability to work under pressure

Nice-to-Have Skills / Competencies:

• Microsoft Dynamics CRM
• SQL Server
• Exchange
• SharePoint
• Azure
• IIS
• Active Directory
• Windows Server 2012 R2