Key Objectives
- Resolve customer and partner technical support issues through phone, web meetings, email and other channels
- Help team members in resolving support tickets and troubleshooting by acting as point of escalation for difficult/advanced technical support issues involving Microsoft Dynamics CRM (versions 4.0, Online, 2011 and 2013)
- Identify and highlight best practices in support and contribute to a knowledgebase of articles
- Proactively assist new customers and partners in deploying and using the ClickDimensions solution
Desired Skills and Experience
To carry out his/her duties, the Senior Technical Support Engineer should have familiarity and understanding with some or all of the following:
- REQUIRED: Microsoft Dynamics CRM deployment, configuration and/or troubleshooting (CRM 4.0 and 2011 versions, as well as CRM Online and/or CRM 2013)
- Microsoft-based web application technologies (Windows Server, Active Directory, LiveID, IIS, ASP.NET, SQL Server, DNS, firewall and routing concepts, Office 365, web services, etc.)
- HTML and email template design/modification
- Simple JavaScript (e.g. web form field validation)
- Understanding of email concepts (message headers, spam filters, etc.)
Candidates with Microsoft certifications will be preferred. Direct experience with Microsoft Dynamics CRM is required for this position.
Interpersonal Skills
Interpersonal skills are a key element of the senior support role. The Senior Technical Support Engineer will be required:
- To assist colleagues in knowledge and skills development in relation to Microsoft Dynamics CRM
- To provide a structured, informative and enjoyable support experience with timely and clear communication
- To develop strong relationships with clients, partners and co-workers
- To interact productively with ClickDimensions sales people and the development team
- To be able to listen to customers and partners and understand their goals
- To be able to articulate technical information in a manner that is suited to the customer or partner who has requested assistance
Location
The Senior Technical Support Engineer role is a full-time position and will be based out of our office in Atlanta, Georgia.
Instructions for Application
Submit a cover letter and resume online via our listing on LinkedIn or at https://www.smartrecruiters.com/ClickDimensions/73545277-senior-technical-support-engineer.
Powered by WPeMatico