Dynamics 365 Support Engineer
Microsoft
Bucharest, Bucharest, Romania
1 zi în urmă

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.

In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web.

They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers.

You will be part of a team responsible for providing an outstanding technical support experience to our business customers.

From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management.

Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional.

You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Responsibilities

  • Responsible for the customer support experience with Microsoft
  • Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams swarming)
  • Identify cases that require escalation (either technically or strategically)
  • Create and maintain incident management requests to product group / engineering group
  • Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer / engineer experience
  • Provide ramp activities, knowledge sharing, technical coaching and mentoring
  • Drive technical collaboration & engagement outside of CSS (Product Engineering teams / Services / Support / Regions)
  • Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
  • Qualifications

    Language Qualification

    English Language : confident in reading, writing and speaking OR

    fluent in German / French / Italian / Spanish and confident in reading, writing and speaking English.

    Experience in one or more of these areas desirable

  • Microsoft Dynamics CRM Experience or a Developer focused background 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, Visual Studio).
  • Ability to take Technical Leadership in one specific product or area of business processes.
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