Technical Lead Customer Support

1 hour, 31 minutes ago
Full-time
Senior
Project and Program Management
Aspire Software

Aspire Software

Aspire Software specializes in vertical acquisition software, focusing on nurturing, enhancing, and growing a diverse portfolio of businesses by providing them with the necessary resources and expertise to maximize their growth potential.

Internet Software & Services
251-1K
Founded 2016

Description

  • Act as the subject matter expert for the Microsoft Dynamics 365 CRM system.
  • Lead the operational support service for customer incidents and service requests within agreed SLAs.
  • Guide support specialists and engineers in resolving technical tickets and escalations.
  • Take ownership of complex technical issues that junior team members cannot resolve.
  • Manage collaboration between L2 operational support and L3 product teams for complex cases.
  • Meet with key stakeholders to review incidents, requests, and service performance.
  • Maintain strong customer relationships and act as the main contact for service reporting and discussions.
  • Support knowledge transfer from product and project teams on new features and functionality.
  • Liaise with business teams on business changes, content updates, and template updates.
  • Visit client locations when required to support service delivery.

Requirements

  • 5+ years of functional experience with Microsoft Dynamics CRM.
  • Strong knowledge of Dynamics CRM entities, workflows, configurations, reporting, dashboards, and security model.
  • Experience with user configurations, data import, and data export.
  • Experience managing a team of support engineers.
  • Experience with SaaS-based technology solutions, preferably in life sciences.
  • Experience working closely with customer and engineering teams to deliver support services and changes.
  • Experience presenting operational status at both detailed and summary levels to leadership.
  • Bachelor's degree or equivalent, preferably with an IT and/or business focus.
  • Microsoft Dynamics CRM certifications, or currently studying for them, are preferred.
  • Strong verbal, written, and presentation skills; ability to prioritize in a multi-tasking environment and meet tight deadlines.

Interested in this position?

Apply directly on the company website

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