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Support Engineer – Dynamics CRM (Developer)

Department: Customer Service & Support

Reports to: EMEA Regional Manager

Location: Bucharest, Romania


Overview

      

Team/ Department Mission       

        

Solve the customer’s problem in the quickest way possible by putting them at the center of everything we do.     

    


The role


The successful candidate will work within a team (local and EMEA wide) of support engineers focused on resolving our End Customer and Dynamics Partner Channel customer’s technical & product issues. This requires scoping and troubleshooting complex issues, managing the customer’s expectations and collaborating with others to meet those expectations in the shortest possible time. This position requires the ability to provide technical support on Microsoft Dynamics CRM.



Core Responsibilities:


•Communicate with customers, CSS engineers and appropriate subsidiary staff via electronic correspondence or telephone. Assist with onsite support regarding mission critical problems experienced with the supported technology & product within your team.

•Solve complex level of problems, involving broad product knowledge or functionality specialty redirected by CSS or escalated by EMEA subsidiary sites. Provide solutions that satisfy customers which will involve handling difficult situations (complaint handling, sensitive customer, mission critical).

•Take an active role in challenging and suggesting enhancements on existing processes and workflow.

•Develop own technical & functional knowledge on products/technologies related to the team scope.

•Write technical articles in order to distribute technical information to all Customers, CTS engineering and subsidiary staff.

•Attend triage meetings with local CSS engineers to share knowledge and efficiently develop customer solutions.

•Develop and deliver internal CSS and customer technical trainings/workshops in specialty areas.

•Perform technical mentoring and assisting of CSS engineers and SMS&P to ensure the quality of support given.

•Preparation and Delivery of pro-active support services (Supportability Reviews and Expert Roundtables). Contribute to those topics in supported technology and define scope of upcoming technologies.

•Assist with special projects as assigned (International Business & Process Improvement). Assist in special projects in conjunction with other MS departments (MCS, Pre Sales …).

•Assist in hot-site issues by setting customer expectations, devising action plans and communicating to BG, SMS&P, partners and customers.

•Use sophisticated tools to analyze complex problems and develop solutions to meet customer needs.

•Assist in representing Microsoft in any forum (i.e. seminars, technical or marketing, conferences event).

•Work with local marketing people for product feedback & new product launches.

•May Participate in 24x7 rotation based on products/technologies knowledge (Country dependent).


Key Success Criteria

• Ability to delight customers, contribution to team customer satisfaction goals.

• Excellent Team player.

• Strong ownership of customer issues.

• Realize personal accountability within team.


Skills & Qualifications                   

                    

Essential Experience

•Microsoft Dynamics CRM Experience would be beneficial but not essential. In depth knowledge of other Microsoft stack technologies would be appropriate instead (such as SQL Server, IIS, ADFS, Exchange).

•Knowledge about Web services / SOAP architectures.

•Jscript, XML, HTML.

•Net Framework 4 or later.

•Microsoft SQL Server 2008 Database engine or later

•Web app development and integration in Azure App Services

•Ability to take leadership in one specific product or area of business processes.

•Communication skills in international environment.

•Mandatory fluent English language - Spoken and Written.



Preferred

•Fluency in other European languages

•Microsoft Dynamics CRM 4.0 / 2011 / 2013/2015/2016.

•Microsoft SQL Server 2008/2012 Reporting Services.

•Debugging skills.

•Active Directory/ADFS.

•Exchange Server 2007 or later.

•SharePoint 2007 or later.

•Office 2007 or later.


Personal Attributes

•Customer focused.

•Technically credible.

•Excellent communication skills both spoken and written.

•Able to work well under pressure and meet commitments.

•Ability to communicate with international customers (cultural awareness).


Qualifications

•MCPs / MBS Certifications.

•Other Business Process industry recognized accreditations desirable.

Job #

1070282

Locations

Romania, Bucharest

Job families

Customer service & support

Teams

Consulting services
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