Job description:

7 Job Description Job Responsibilities: Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower complexity May install software or perform hardware testing remotely Enter commands and observe system functioning to verify correct operations and detect errors Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. Dynamics 365 CE Modules: In-depth understanding of Dynamics 365 CE modules such as Sales, Marketing, Customer Service, Field Service, and their functionalities. Configuration and Customization: Ability to configure and customize Dynamics 365 CE entities, forms, views, workflows, business rules, and processes to meet specific business requirements. Data Management: Proficiency in managing customer data, data migration, data cleansing, and ensuring data integrity within Dynamics 365 CE using tools like Data Import Wizard and Data Loader. Business Process Automation: Expertise in automating business processes using workflows, business rules, flows, and automation tools available within Dynamics 365 CE. Security and Access Control: Implementing security measures, defining user roles, permissions, and ensuring data security compliance within Dynamics 365 CE. Customer Journey Management: Understanding and configuring customer journeys, marketing automation, and lead nurturing processes within Dynamics 365 CE Marketing. Service Management: Proficiency in managing customer support processes, cases, service agreements, entitlements, and knowledge base within Dynamics 365 CE Customer Service. Sales Process Optimization: Skills in optimizing sales processes, managing leads, opportunities, quotes, orders, and forecasting within Dynamics 365 CE Sales. Power Apps (Model Driven App) understanding Best vs. Average leg up would be having development experience in dynamics and customer service. Performance Indicators qualify of feedback from customer base, as well as output perspective

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases