Microsoft Dynamics CRM Support Specialist (L1 & L2)

Key Responsibilities
Ticket Management

Monitor, track, and resolve L1 and L2 support tickets related to Microsoft Dynamics CRM.
Ensure timely acknowledgment and prioritization of customer queries in adherence to SLAs.
Issue Resolution

Provide troubleshooting assistance for common CRM issues, including user access, configuration errors, and performance bottlenecks.
Address and resolve issues related to workflows, dashboards, forms, and other CRM components.
Escalate unresolved issues to L3 support or development teams with comprehensive documentation.
Customer Interaction

Communicate effectively with customers to understand their issues and provide step-by-step solutions.
Document solutions and provide clear explanations to users.
Deliver periodic updates to customers regarding ticket progress and resolution timelines.
System Maintenance and Updates

Assist with CRM updates, patches, and routine maintenance to prevent recurring issues.
Monitor system performance and recommend optimizations to ensure seamless operation.
Knowledge Management

Create and maintain a knowledge base of resolved issues, FAQs, and technical documentation for future reference.
Train end-users and client teams on CRM best practices and common troubleshooting steps.
Required Skills and Qualifications
Technical Expertise:

In-depth knowledge of Microsoft Dynamics 365 CRM (Sales, Marketing, and Customer Service modules preferred).
Strong understanding of CRM configurations, workflows, and customizations.
Basic knowledge of Power Platform (Power Apps and Power Automate) is a plus.
Familiarity with REST APIs, SQL, and basic integration concepts.
Support Experience:

Proven experience in handling L1 and L2 support tickets for CRM systems.
Ability to diagnose and resolve technical issues promptly.
Strong documentation skills for capturing issues and resolutions.
Soft Skills:

Excellent communication and interpersonal skills for interacting with global customers.
Strong problem-solving and analytical abilities.
Ability to work in a fast-paced environment and manage multiple tickets simultaneously.
Certifications:

Microsoft Certified: Dynamics 365 Fundamentals or equivalent (preferred).