What you’ll be doing
Ticket Management and Primary Support
- Act as the primary contact for global Microsoft Dynamics CRM support, handling basic inquiries, simple tickets, and general system guidance.
- Categorize tickets by complexity, resolving routine issues and escalating complex ones to regional or 2nd Level support as needed.
- Use knowledge base resources to address minor malfunctions, missing features, or user errors.
Escalation and Follow-Up
- Escalate complex issues requiring advanced expertise, ensuring detailed documentation (e.g., screenshots, logs) accompanies escalations.
- Monitor escalated cases to ensure timely resolution and update users as necessary.
Documentation and Knowledge Sharing
- Maintain accurate records in the ticketing system and contribute to the CRM knowledge base with articles addressing frequently encountered issues.
Collaboration with Support Teams
- Coordinate effectively with regional and 2nd Level support teams to ensure seamless issue handoffs and collaborative problem resolution.
User Guidance and Customer Service
- Provide end users with basic guidance on system use, simple tasks, and common troubleshooting.
- Ensure a customer-first approach in all interactions, providing prompt and supportive assistance.
What skills & experience you’ll bring to us
- Proven Knowledge of the core functionalities Microsoft Dynamics CRM focusing on basic troubleshooting and common user issues.
- Experience in a helpdesk or 1st Level Support role, ideally with CRM systems or other enterprise software.
- Strong communication skills and a customer-first approach, ensuring users are satisfied with the support they receive.
- Strong proficiency in English (other regional languages are a plus), to effectively interact with end users. Spanish skills are a plus, but not necessary.
- Ability to efficiently log, track, and manage support tickets using a ticketing system, with a focus on documenting and escalating cases appropriately.
- Ability to swiftly address routine technical issues and exercise sound judgment in identifying cases requiring escalation.
- Ability to work collaboratively with global and regional teams, ensuring smooth escalations and issue resolutions.
