Dynamics 365 CRM Technical Specialist
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Job Description
Dynamics 365 CRM Technical Specialist
Location: Riyadh Saudi Arabia
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 rootcause 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 postinteraction to gauge satisfaction and offer further assistance
Requirements
• Bachelor’s degree in computer science
• Developer background
• Reading Logs
• Configuration of D365 CRM Modules
• Monitoring
• Tracking and Solving Issues
• Good knowledge in D365 MS SQL MS SQL reporting
• Good knowledge in APIs and web applications
• Good knowledge in Windows scheduler
• Good knowledge of D365 deployment techniques
• Good knowledge of MS TFS and ADO
• Strong debugging skills with attention to details
• Customer focused • Excellent verbal and written communication and training skills
• Strong relationship and teamworking skills
• Decision making and problemsolving skills
• Fluent in both languages English and Arabic
Employment Type
Full Time
