Dynamics 365 CRM Technical Specialist

Customer Support & Issue Resolution

• Take ownership of the technical and functional delivery of D365 products.

• Identify, classify, provide guidance, remedy for the issues reported to us by the Customer’s help desk

• Conduct a root-cause analysis and recommend a suitable solution to remediate the root cause of the indicative Incident(s).

• Provide information about the Identified Application environments to assist the Customer’s IT team with their change management process

• Classify and review minor application/solution enhancement requests.

• Detail the requirement with business users on need.

• Deploy the enhancements, will share the deployment package and will assist in deploying it in the clients’ environment.

• Management and monitoring of applications’ services, such as performance, uptime, or usage for the services related to Netiks developed application

• Data and application migration, including Data fixes or data remediation, for the data directly related to D365 developed applications.

• Perform final products testing and ensure that products meet the business requirements.

• Ensure resources are made available for new product installation, setup and testing.

• Plan and prepare products delivery based on business requirements.

Team Collaboration & Documentation

• Conduct training on newly delivered enhancements and ensure full client readiness to operate them.

• Prepare and keep all product training manuals updated as per the business requirements.

• Prepare FAQs, User Guides or presentations as necessary for new products.

Product Knowledge & Customer Retention

• Knowing our products inside and out so that he / she can answer questions easily.

• Handle complaints, provide appropriate solutions and alternatives in line with the agreed Service Level Agreement (SLA).

• Follow the client’s office working hours and holiday schedule.

• Identify opportunities to enhance customer satisfaction and loyalty.

• Suggest improvements to service processes to enhance customer experience.

• Follow up with customers post-interaction to gauge satisfaction and offer further assistance