Dynamics CE - Technical Support - Bilingual - Japanese -Remote
Dynamics CE - Technical Support - Bilingual - Japanese -Remote
Posted on :
03-11-2024
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Job Description
Role Title: Professional Direct Delivery Manager
Location: Redmond WA USA (Preferred) but remote is fine.
Working hours: as per Japanese hours.
Duration: 1 Year
Start: ASAP
Location: Redmond WA USA (Preferred) but remote is fine.
Working hours: as per Japanese hours.
Duration: 1 Year
Start: ASAP
Microsoft Services help customers realize their full potential through accelerated adoption and productive use of Microsoft technologies. We are a global team of highly dedicated professionals who deliver world class services with partners earning customer confidence trust and loyalty by improving the overall Customer and Partner Experience serving as the customer advocates within Microsoft and driving customercentric product improvement.
Professional Direct for Microsoft Dynamics 365 & Power Platform is a Microsoft service & support offering targeted at midsized customers and ISVs. This is a customer facing role and would require the individual to act as a Dynamics 365 CE/CRM Expert/ Technical Specialist.
Professional Direct for Microsoft Dynamics 365 & Power Platform is a Microsoft service & support offering targeted at midsized customers and ISVs. This is a customer facing role and would require the individual to act as a Dynamics 365 CE/CRM Expert/ Technical Specialist.
RESPONSIBILITIES SUMMARY:
Help customers adopt the services by providing lite advisory support on migration architecture development and deployment topics by answering simple how to questions and for more complex asks pointing customers to the best selfservice resources available online and when applicable making partner referrals via Pinpoint.
Identify incident trends (by customers) and help customers with rootcause analysis of these trends as able based on required access to tools reports and teams
Help drive improved support CPE for customers using Microsoft Dynamics 365 CE and Power Platform services
Conduct initial customer onboarding session to clarify how to get the most out of their Professional Direct services purchase along with helpful Power Platform onboarding selfservice resources
Serve as the primary contact for Professional Direct for Dynamics 365 CE and Power Platform customers with reactive support escalations providing local business hours escalation assistance advocacy and support (Worldwide).
As a global team the role might need to be work in flexible hours and would require the individual to work in customer time zones.
Quickly develop client relationships and trust and ensure client/partner expectations are being set and met
Work in collaboration with multiple Microsoft teams including Dynamics 365 CE and Power Platform Support Depth Queues Operations Engineering and Commerce/Billing to drive resolution of escalated tickets
Create and deliver new IP for Professional Direct (i.e. webinars tips & tricks takeaways)
Communicate escalation findings clearly and confidently to executive levels within the customer and within Microsoft
Listen to and communicate the voice of the customers within Microsoft
Provide training and documentation feedback updating role documentation as needed
Job Details:
Serve as inhouse technical expert with a focus on helping our customers increase adaptability to Dynamics 365 CE and Power Platform products by providing advisory services.
Provide technical guidance on new features functionalities and encourage customer adoption.
Help the customers Drive the deployment on Dynamics 365 CE and Power Platform and increase their consumption of the platform by providing deployment guidance supporting development of the customers adoption models and providing appropriate recommendations to overcome blockers.
Be a proven selfstarter who takes ownership of opportunities works independently manages multiple simultaneous tasks and deals well with ambiguity and lastminute changes
Have the ability and passion necessary to maintain technical excellence with emerging technologies including competitive technologies while continuing to manage customer opportunities
Coach and mentor PDMs to raise the technical ability of the rest of the team and/or to become certified in required Dynamics 365 CE & Power Platform certifications.
Technical Specialist will be responsible to collate and provide information on the product and trending customer issues/challenges with the team.
Drive auditing of Case Notes and Tagging for future searches in Case tracking tool & maintain Knowledge Base.
Have a commitment to customer and partner satisfaction ability to thrive in a competitive team environment
Quickly develop client relationships and trust and ensure client/partner expectations are being set and met
Provide training and documentation feedback updating role documentation as needed
Strong functional & technical knowledge concerning the Dynamics 365 CE
Excellent Communication and customer handling skills
Good understanding of Dynamics 365 CE applications
Help customers adopt the services by providing lite advisory support on migration architecture development and deployment topics by answering simple how to questions and for more complex asks pointing customers to the best selfservice resources available online and when applicable making partner referrals via Pinpoint.
Identify incident trends (by customers) and help customers with rootcause analysis of these trends as able based on required access to tools reports and teams
Help drive improved support CPE for customers using Microsoft Dynamics 365 CE and Power Platform services
Conduct initial customer onboarding session to clarify how to get the most out of their Professional Direct services purchase along with helpful Power Platform onboarding selfservice resources
Serve as the primary contact for Professional Direct for Dynamics 365 CE and Power Platform customers with reactive support escalations providing local business hours escalation assistance advocacy and support (Worldwide).
As a global team the role might need to be work in flexible hours and would require the individual to work in customer time zones.
Quickly develop client relationships and trust and ensure client/partner expectations are being set and met
Work in collaboration with multiple Microsoft teams including Dynamics 365 CE and Power Platform Support Depth Queues Operations Engineering and Commerce/Billing to drive resolution of escalated tickets
Create and deliver new IP for Professional Direct (i.e. webinars tips & tricks takeaways)
Communicate escalation findings clearly and confidently to executive levels within the customer and within Microsoft
Listen to and communicate the voice of the customers within Microsoft
Provide training and documentation feedback updating role documentation as needed
Job Details:
Serve as inhouse technical expert with a focus on helping our customers increase adaptability to Dynamics 365 CE and Power Platform products by providing advisory services.
Provide technical guidance on new features functionalities and encourage customer adoption.
Help the customers Drive the deployment on Dynamics 365 CE and Power Platform and increase their consumption of the platform by providing deployment guidance supporting development of the customers adoption models and providing appropriate recommendations to overcome blockers.
Be a proven selfstarter who takes ownership of opportunities works independently manages multiple simultaneous tasks and deals well with ambiguity and lastminute changes
Have the ability and passion necessary to maintain technical excellence with emerging technologies including competitive technologies while continuing to manage customer opportunities
Coach and mentor PDMs to raise the technical ability of the rest of the team and/or to become certified in required Dynamics 365 CE & Power Platform certifications.
Technical Specialist will be responsible to collate and provide information on the product and trending customer issues/challenges with the team.
Drive auditing of Case Notes and Tagging for future searches in Case tracking tool & maintain Knowledge Base.
Have a commitment to customer and partner satisfaction ability to thrive in a competitive team environment
Quickly develop client relationships and trust and ensure client/partner expectations are being set and met
Provide training and documentation feedback updating role documentation as needed
Strong functional & technical knowledge concerning the Dynamics 365 CE
Excellent Communication and customer handling skills
Good understanding of Dynamics 365 CE applications
QUALIFICATION AND EDUCATION REQUIREMENTS:
Required Skills:
Over 3 years Dynamics CRM consultancy experience
Strong understanding of Microsoft Dynamics 365 Dynamics CRM 2016/2015
Experience of providing PreSales Demonstrations
Experience of working on full life cycle implementations & configurations across multiple versions of Dynamics CRM/365
Excellent communication and problemsolving skills
Excellent understanding and knowledge of core Microsoft Dynamics CRM/365 modules
Microsoft SQL Server understanding
Ability to create high quality functional documentation and strong requirements gathering skills.
MS Data verse and Dynamics 365 model driven apps.
Experience in development/integrations utilizing Power Platform and SharePoint Online
Over 3 years Dynamics CRM consultancy experience
Strong understanding of Microsoft Dynamics 365 Dynamics CRM 2016/2015
Experience of providing PreSales Demonstrations
Experience of working on full life cycle implementations & configurations across multiple versions of Dynamics CRM/365
Excellent communication and problemsolving skills
Excellent understanding and knowledge of core Microsoft Dynamics CRM/365 modules
Microsoft SQL Server understanding
Ability to create high quality functional documentation and strong requirements gathering skills.
MS Data verse and Dynamics 365 model driven apps.
Experience in development/integrations utilizing Power Platform and SharePoint Online
Preferred/Desired Skills:
Power Platform Apps
CRM Plugins.
.Net/C#/JAVA
Customer Insights
Industry vertical knowledge
Good knowledge of Microsoft SQL or related Database technology
SOFT SKILLS
1st Strong communication skills in both spoken and written JAPANESE
Must be able to quickly develop trust and rapport with customers (most of the time they are of this profile: Enterprise Architects Development & Test Management Support Engineers)
2nd Passion for customer advocacy in a technology domain.
Demonstrated strong stakeholder management communication and executive presentation skills
Ability to navigate difficult conversations and drive effective solutions to business problems
Holistic solution design and architecture skills
Ability to work independently
Power Platform Apps
CRM Plugins.
.Net/C#/JAVA
Customer Insights
Industry vertical knowledge
Good knowledge of Microsoft SQL or related Database technology
SOFT SKILLS
1st Strong communication skills in both spoken and written JAPANESE
Must be able to quickly develop trust and rapport with customers (most of the time they are of this profile: Enterprise Architects Development & Test Management Support Engineers)
2nd Passion for customer advocacy in a technology domain.
Demonstrated strong stakeholder management communication and executive presentation skills
Ability to navigate difficult conversations and drive effective solutions to business problems
Holistic solution design and architecture skills
Ability to work independently
EXPERIENCE (Preferred)
5 Years of Industry experience
2 related experience in technical consulting role
5 Years of Industry experience
2 related experience in technical consulting role
EDUCATION/CERTIFICATION
B.SC BE B. Tech in CS or IT
The candidate should have Dynamics 365 CE/CRM Intermediate level certifications or be able to get them within the first 30 days
Should stay current on the required Dynamics 365 certifications as well as new certs that are relevant.
B.SC BE B. Tech in CS or IT
The candidate should have Dynamics 365 CE/CRM Intermediate level certifications or be able to get them within the first 30 days
Should stay current on the required Dynamics 365 certifications as well as new certs that are relevant.
Employment Type
Full Time
Key Skills
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