MS Dynamics 365 Technical Support Specialist
Remote | India
Similar titles: CRM Support Analyst Dynamics 365 Functional Analyst CRM Technical Analyst
About the Role
Solutions Metrix is a North American CRM consulting firm delivering digital transformation programs for banks and credit unions across Canada and the United States.
We are hiring a Technical Support Specialist with strong Microsoft Dynamics 365 experience to join our client-facing support team. This is not an internal helpdesk role. You will own customer communications from ticket intake through resolution, troubleshoot real CRM issues, and work cross-functionally with our Delivery, Sales, and Customer Success teams to ensure clients get maximum value from their CRM investment.
Note on schedule: This role operates on a 9 AM5 PM EST schedule to align with our North American clients. It is fully remote with flexible hours within that window. We compensate well above the standard market rate. Please consider the schedule honestly before applying.
What You'll Do
Customer support and issue resolution
- Serve as the first point of contact for support requests via email, phone, and portal
- Diagnose and troubleshoot Dynamics 365 issues - identify root causes, develop and implement fixes
- Provide functional guidance including no-code configuration and business process adjustments
- Escalate complex issues to internal teams while maintaining ownership of follow-up and client communication
- Advise clients on CRM best practices aligned with their business processes
Ticket management and communication
- Triage, categorize, prioritize, and assign incoming tickets appropriately
- Track ticket progress and ensure clients receive timely, clear updates
- Monitor SLAs and proactively follow up to minimize delays
- Capture client feedback post-resolution and identify recurring issues
Internal coordination
- Coordinate effort estimates with consultants and communicate timelines to clients
- Work with Delivery, Sales, Customer Success, and Finance on resource allocation and out-of-scope requests
Process and documentation
- Maintain and improve support SOPs, internal knowledge base, and client-facing documentation
- Support onboarding of new team members and help clients adopt the support portal
What We're Looking For
Must-haves
- 3 to 5 years of hands-on experience with Microsoft Dynamics 365 configuration, troubleshooting, and no-code customization
- External client-facing support experience in a consulting, managed services, or SaaS environment
- Familiarity with SLA-based support environments and ticket management workflows
- Professional-level English, written and verbal
- Genuine openness to working EST hours
Nice to haves
- Experience working on North American client accounts from India
- BFSI domain familiarity (banking, credit unions, insurance)
- Creatio or SugarCRM experience
- Microsoft Dynamics 365 certification
Why Solutions Metrix
- Client-facing from day one - real ownership
- North American financial services clients - banks and credit unions managing billions in assets
- Boutique environment - small, senior, experienced team with no bureaucratic layers
- Above-market compensation - structured to reflect the seniority and EST commitment
- Fully remote, flexible - you manage your day within the EST window
Benefits
- Competitive, above-market salary
- Flexible working hours
- Fully remote
- Paid time off
- Medical and dental insurance
- Tuition reimbursement
- Company equipment
- Diverse and inclusive team culture
About Us
Founded in 2001 and headquartered in Montreal, Solutions Metrix is a CRM consulting firm focused on North American financial services. We specialize in Creatio CRM, Boomi integrations, and digital transformation for banks and credit unions across Canada and the US.
- Solutions Metrix is an equal opportunity employer. Hiring decisions are based solely on qualifications, merit, and business needs.
