MSCRM Support Counsultant

  • Gurgaon
  • 10-11 lakh
  • 5-7 years
  • 29 Jul 2015

  • IT/ Information Technology

  • IT/ Technology - Software/ Services, IT/ Technology - ERP/ CRM/ SCM
Job Description

Job Purpose:

We are looking for an experienced Microsoft Dynamics CRM 2013 support analyst with a proven
track record of providing 1st and 2nd line support to a wide and varied client base. You will be
capable of taking control of client requests, queries and problems and seeing them through
to resolution. This is a full time office based role, with some requirement to travel to client
sites. You will need to be a good team player with excellent communication skills, have the
ability to manage your own workload and work well on your own initiative.

Key Responsibilities:

* Provide helpdesk services to both our clients and the CRM team

* Manage and progress client support calls

* Document clearly problem description, each activity and solution in the helpdesk for each case

* Perform in-depth analysis of customer issues to determine causes and solutions

* Work with customers, development, support and other members of the team

* Investigate, test and develop solutions and workarounds to resolve client issues/requests

* Communicate the status of issues to clients and to the CRM team management

* Identify high priority customer issues and escalate to management

* Assist with client support reporting

* Contribute to client communication, such as the CRM Monthly support newsletter and customer events

* Manage and maintain the internal development environment, working alongside the group IT dept.

* Continuous development of your personal technical knowledge base, on- and off-the-job Keep informed of the latest technologies via research and development in order to advise colleagues and managers

Previous Experience:

* 2+ years' experience within a MS CRM support environment.

* Strong support desk experience including call logging and SLA compliance

* Experience of working to challenging deadlines

* Able to work extended hours when requested.

Specific Job Skills/Experience:

* In depth knowledge of Dynamics CRM 2013 and CRM 2011

* SQL Server and Network Infrastructure knowledge

* Problem solving skills

* Ability to work with users of all levels and technical ability.

* The ability to diagnose, troubleshoot and resolve customer issues.

* Establishing and maintaining a positive relationship with customers
via telephone or written communication is a must.

* Technical Skills/Knowledge

* Microsoft SQL Server 2012 and 2008 (Basic queries, DB restoration, maintenance plans)

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