Senior Product Specialist

Job description:

• Provide Level 2 support - diagnosis, investigation, resolution, coordination with business, application owners, infrastructure support on Application and its interfaces.
• Operate within the programs service level agreements in order to solve customer issues and satisfy the requests.
• Drive all owned tickets towards closure with high customer satisfaction.
• Implement key rollouts of D365 CRM SaaS applications (Sales, Customer Service, Marketing and Customer Voice modules) partnering with the Business Analysts, Project Managers and Deployment Coordinators.
• Handle user access management and data management (importation, update, migration etc.) requests.
• Troubleshoot Application and coordinate with multiple IT and business teams to solve the issues.
• Develop good knowledge on the supported application(/s) and keep up to date with the new features, enhancements, and bug fixes with each release by internal Application Development team.
• Co-ordinate with other L2 as well as L3 support members on logging bugs on the application by providing all the necessary steps to reproduce.
• Co-ordinate with Business Analysts on initial analysis on prospective change requests.
• Contribute to the knowledge base for easy management of frequently asked questions and repetitive service requests.
• Provide trainings to Super Users on demand basis to train on the application usage and participate in Webinars and Q&A sessions to build a strong Super User Community.
• Provide availability to work during a few planned weekends with new scope go-lives.
• Basic knowledge of troubleshooting related to IIS troubleshooting, event viewer logs from Windows server and an understanding of single sign on.
• Basic knowledge of Cloud concepts, preferably on Microsoft Azure.
• Basic understanding of Microsoft suite of applications like Outlook, Teams, SharePoint etc.

Preferred Experience:

• 4 to 7 years of experience in application support or any related IT domain.
• Excellent analytical and problem-solving skills.
• Excellent verbal and written communication and interpersonal skills.
• Experience in ITIL framework to assist in day-to-day operations.
• Experience in working with cross functional teams spread across geographies.
• Experience in supporting Microsoft D365 CRM (on premise or online) is highly preferred.
• Experience or understanding of Customer Service applications involving email to case, phone to case, chat to case workflows is highly preferred

Profile description:

An ideal candidate would be someone who:

• communicates clearly and effectively in verbal as well as in written communications.
• has a strong sense of ownership and ability to follow tasks through to completion.
• works seamlessly within a team as well as manage individual tasks.
• is customer focused and goal orientated with a keen attention to detail.
• can explain topics in a clear and understandable manner to non-technical stakeholders.