Assistant Manager - WTS, MS Dynamic 365 CRM L2 support

• L2 Support Specialist will play a crucial role in providing advanced technical support and expertise, handle escalated issues, perform in-depth troubleshooting, and collaborate closely with other support tiers and technical teams to ensure timely resolution of complex problems
• Investigate and resolve escalated technical issues related to Microsoft Dynamics 365 modules, including CRM, Finance, Supply Chain Management, Sales, and Customer Service
• Serve as a point of escalation for unresolved issues from the first-level support team
• Collaborate with peers, senior support personnel, and development teams to address complex technical challenges and ensure timely resolution within established SLAs
• Develop and maintain an in-depth understanding of Dynamics 365 applications, architecture, and integration points
• Stay updated on the latest product updates, patches, and best practices to provide accurate guidance and support to end-users and colleagues
• Conduct thorough analysis of recurring issues, system errors, and performance bottlenecks to identify underlying patterns and trends
• Contribute to the creation and enhancement of technical documentation, troubleshooting guides, and knowledge base articles
• Share expertise and best practices with the support team to improve overall competency and efficiency
• Foster strong working relationships with cross-functional teams, including development, infrastructure, and business units, to facilitate effective communication and problem resolution
• Participate in regular meetings and discussions to share insights, coordinate activities, and drive continuous improvement initiatives
• Ensure that all changes adhere to established change management processes and compliance requirements
• Provide ongoing support and guidance to users on complex system configurations and customizations

Experience:

• Extensive experience with Microsoft Dynamics 365 applications, including configuration, customization, and administration
• Proficient in troubleshooting complex technical issues and performance optimization
• Strong problem-solving abilities with a systematic approach to root cause analysis and issue resolution
• Excellent verbal and written communication skills with the ability to convey technical concepts and solutions to non-technical audiences effectively
• Comfortable interacting with users, stakeholders, and technical teams at all levels
• Collaborative mindset with the ability to work effectively in a team-oriented environment
• Ability to thrive in a fast-paced and dynamic environment, adapting to changing priorities, technologies, and business requirements
• Willingness to continuously learn and acquire new skills
• Strong customer service orientation with a commitment to delivering exceptional support and exceeding user expectations
• Empathetic approach to understanding user needs and providing personalized assistance

Tool / Application / Software:

• MS Dynamics CRM
• Knowledge in JIRA and Freshservice

Qualifications:

• Graduate in Computer Science, Information Technology, or a related field
• 2 to 3 years of experience with functional knowledge in Microsoft Dynamics CRM or any other CRM
• ITIL Knowledge