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Dynamics 365 CRM Technical Specialist

3 weeks ago

الرياض, Saudi Arabia TAWANTECH Full time

**Customer Support & Issue Resolution**
- Take ownership of the technical and functional delivery of D365 products.
- Identify, classify, provide guidance, remedy for the issues reported to us by the Customer’s help desk
- Conduct a root-cause analysis and recommend a suitable solution to remediate the root cause of the indicative Incident(s).
- Provide information about the Identified Application environments to assist the Customer’s IT team with their change management process
- Detail the requirement with business users on need.
- Deploy the enhancements, will share the deployment package and will assist in deploying it in the clients’ environment.
- Perform final products testing and ensure that products meet the business requirements.
- Ensure resources are made available for new product installation, setup and testing.
- Plan and prepare products delivery based on business requirements.

**Team Collaboration & Documentation**
- Conduct training on newly delivered enhancements and ensure full client readiness to operate them.
- Prepare and keep all product training manuals updated as per the business requirements.
- Prepare FAQs, User Guides or presentations as necessary for new products.

**Product Knowledge & Customer Retention**
- Knowing our products inside and out so that he / she can answer questions easily.
- Handle complaints, provide appropriate solutions and alternatives in line with the agreed Service Level Agreement (SLA).
- Follow the client’s office working hours and holiday schedule.
- Identify opportunities to enhance customer satisfaction and loyalty.
- Suggest improvements to service processes to enhance customer experience.
- Follow up with customers post-interaction to gauge satisfaction and offer further assistance

**Requirements**:

- Bachelor’s degree in computer science
- Developer background
- Reading Logs
- Configuration of D365 - CRM Modules
- Monitoring
- Tracking and Solving Issues
- Good knowledge in D365, MS SQL, MS SQL reporting
- Good knowledge in Windows scheduler
- Good knowledge of D365 deployment techniques
- Good knowledge of MS TFS and ADO
- Strong debugging skills with attention to details
- Customer focused - Excellent verbal and written communication and training skills
- Strong relationship and teamworking skills
- Decision making and problem-solving skills
- Fluent in both languages English and Arabic