Senior Group Manager - WTSREF55052RC2-CRM Lead
Senior Group Manager - WTSREF55052RC2-CRM Lead
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
As a CRM Level 4 (L4 Support Specialist you will be responsible for providing advanced technical support and troubleshooting expertise for our Customer Relationship Management (CRM) system with a focus on Microsoft Dynamics 365 applications. You will work closely with internal teams vendors and customers to diagnose and resolve intricate technical challenges ensuring the stability performance and optimal functioning of Dynamics 365 environments. Provide advanced technical support and troubleshooting for the CRM platform addressing complex issues and ensuring timely resolution. Investigate and diagnose escalated technical issues related to CRM functionality integrations and performance. Serve as the primary point of contact for L4 support escalations ensuring proper prioritization and resolution of CRMrelated incidents. Act as a point of escalation for unresolved issues from L1 L2 and L3 support teams. Collaborate with internal teams including developers system administrators and business analysts to resolve technical issues and implement effective solutions. Utilize advanced diagnostic tools methodologies and scripting techniques to identify root causes and implement effective solutions in a timely manner. Monitor and manage the CRM support queue triaging incoming tickets and resolving issues within established service level agreements (SLAs). Document all support activities including troubleshooting steps resolutions and workarounds in the incident tracking system. Conduct comprehensive analysis of recurring incidents service outages and system failures to identify underlying patterns and trends. Identify recurring technical issues and root causes and work with relevant teams to implement permanent fixes and process improvements. Propose and implement preventive measures proactive monitoring solutions and longterm optimizations to enhance system reliability and resilience. Drive initiatives to enhance service delivery reduce response times and increase customer satisfaction. Proactively identify opportunities for process improvements automation and optimization in support workflows tools and methodologies. Develop and maintain technical documentation troubleshooting guides best practices and knowledge base articles. Conduct training sessions and workshops for end users administrators and technical stakeholders on complex system configurations customizations and integrations. Share expertise and insights with the support team through training sessions workshops and mentoring activities to enhance overall competency and efficiency. Identify product issues on Microsoft Dynamics and liaise with the MS Dynamics product support team for issue resolution patch deployments and platform upgrades.
Qualifications :
Ms Dynamic CRM. Knowledge in JIRA and Fresh Sevice. Skills with Ms Power platform and integration.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
