We are passionate about what technology can do.
We want to continually improve our service, people and technology.
We are proud that our customers benefit from our knowledge and experience.
We are Claranet and if you share our beliefs, we are looking for you!
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.
•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 speciality 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.
•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 speciality areas.
•Perform technical mentoring and assisting of CSS engineers and SMS&P to ensure the quality of support given.
•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.
•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.
• Realise personal accountability within team.
Skills & Qualifications
•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.
•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.
•Microsoft Dynamics CRM 4.0 / 2011 / 2013/2015/2016.
•Microsoft SQL Server 2008/2012 Reporting Services.
•Exchange Server 2007 or later.
•Sharepoint 2007 or later.
•Office 2007 or later.
•Excellent communication skills both spoken and written.
•Able to work well under pressure and meet commitments.
•Ability to communicate with international customers (cultural awareness).
•MCPs / MBS Certifications.
•Other Business Process industry recognized accreditations desirable.
To appy for this position please send your resume to: [email protected]