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Technical Lead Customer Support
Skills
AdoptionCross Functional RelationshipsCustomer Relationship ManagementFunctional SafetyImport OperationsOperations ManagementPresentation Skills
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 5+ years functional experience with Microsoft Dynamics CRM
- Strong knowledge of Dynamics CRM entities workflows configurations reporting dashboards and security model
- Experience with user configurations data import and export
- Experience managing a team of support engineers
- Experience with SaaS technology solutions preferably in Life Sciences
- Experience working closely with Customer and Engineering teams
- Experience presenting operational status to leadership
- Experience managing customers including difficult situations
- Bachelor's degree or equivalent in IT or business
- Microsoft Dynamics CRM certifications or study toward certification
Day to day
- Lead the Operational Support Service and act as the technical SME for Microsoft Dynamics 365 CRM.
- Resolve complex incidents and service requests within agreed SLAs while guiding L2 support specialists and engineers.
- Partner with Customer Success Product Engineering and PMO to manage escalations changes knowledge transfers and service reporting.
- Build trusted customer relationships identify adoption opportunities and support incremental solution updates.