Description

  • Investigate and resolve moderately complex CRM issues related to Customer Service and Field Service functionalities, workflows, data integrity, and performance.
  • Act as the primary point of contact for escalations from L1 support teams.
  • Perform root cause analysis and provide workarounds or permanent fixes.
  • Assist with CRM configuration, security roles, and access management within the Customer Service and Field Service environments.
  • Collaborate with business users to understand issues and document solutions in a knowledge base.
  • Support case management, service level agreements (SLAs), and Omnichannel configurations. 

     

Level 3 (L3) Support:

 

  • Handle advanced troubleshooting for CRM-related technical problems, including API failures, custom plugins, integrations, and issues specific to Field Service Scheduling, Work Order Management, and Resource Scheduling.
  • Work with development teams to analyze and resolve code-related defects in customizations, plugins, or workflows, particularly within Field Service and Customer Service.
  • Perform system upgrades, patch deployments, and release management for the Customer Service and Field Service modules.
  • Optimize SQL queries, data storage, and CRM performance tuning to enhance Customer Service and Field Service operations.
  • Engage with Microsoft Support for critical escalations and service requests. 

     

Required Skills & Qualifications:

 

  • 3+ years of experience in Microsoft Dynamics 365 CRM (CE) support, implementation, or development, with a focus on Customer Service and Field Service modules.
  • Strong knowledge of Power Platform (Power Apps, Power Automate) and CRM customization, particularly in service modules.
  • Expertise in CRM Security Model, Business Rules, Workflows, plugins and JavaScript in Customer Service and Field Service contexts.
  • Experience with SQL Server, FetchXML, SSRS, and Dataverse.
  • Knowledge of C#, .NET, and CRM SDK for debugging and customization, especially for service-related processes.
  • Familiarity with Azure services, API integrations, and ALM processes for the Customer Service and Field Service modules.
  • Excellent problem-solving and analytical skills.
  • Strong communication skills to interact with technical and non-technical stakeholders. 

     

Preferred Qualifications:

 

  • Microsoft Certified: Dynamics 365 Customer Engagement (CE) certifications.
  • Experience in Azure DevOps, CI/CD pipelines, and Power BI.
  • Knowledge of ITIL processes for incident and change management, with an understanding of service operations in the context of customer support and field service.
  • Experience with Omnichannel for Customer Service, Field Service Mobile App, Work Order Management, and Service Scheduling in Dynamics 365 CRM

Key Skills
Education

Any Gradute

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