Description

Position Summary:

This position will join the Dynamics 365 CRM practice, providing first level support to existing and new customers related to D365 support requests and inquiries.

Roles and Responsibilities/ Essential Functions:

•  Assist in configuration of Dynamics 365 for Sales, Customer Service, Field Service, Project Operations or Marketing.
•  Assist in the configuration of Model-Driven PowerApps and Canvas PowerApps.
•  Assist in workflow automation using Power Automate.
•  Assist in creation of PowerBI Reports.
•  Assist with first point of contact for new customer support tickets.
•  Open and resolve project and escalated incident management tickets for Dynamics 365 modules.
•  Open incident tickets with Microsoft, drive to customer resolution.
•  Communicate clearly with team members and customers on ticket status, outstanding tasks, key deliverables, and prioritization of work.
•  Follow team quality processes in support activities.
•  Delight clients by delivering Microsoft-based solutions that simplify their business processes.
•  Build lasting customer relationships based on exceptional customer service and support, best in class solution quality, and open and honest communication.
•  Engage in relevant user groups to build skillsets as well as the HBS brand in the marketplace.
•  Embrace new challenges in similar or parallel workstreams as needed.

Competencies

•  Communication: Ability to promote understanding through exceptional written, oral, interpersonal, and presentation skills.
•  Customer Oriented: Customer orientation implies a desire to serve both external and internal clients by focusing effort on meeting the clients' needs, understanding their concerns, and seeking to build trust.
•  Detail Oriented: Detail orientation looks at the ability of the individual to pay meticulous attention to all aspects of a situation or task, no matter how small or seemingly unimportant.
•  Self- Motivated: Self motivational skills look at the ability of the individual to reach a goal or perform a task with little supervision or direction.
•  Time Management: Time management skills looks at the ability of the individual to effectively utilize available time for the completion of necessary job tasks.
•  Working Under Pressure: Working under pressure looks at the ability of the individual to maintain composure when exposed to stress.

Required Experience:

•  1+ years' Customer Service experience
•  2+ years as a power user of Dynamics 365 for Sales and Windows 10 or higher operating system

Preferred Experience:

•  1+ years' professional IT support desk experience
•  1+ years' experience with Microsoft ticket creation and escalation

Required Skills, Education and/ or Certifications:

•  Pursuing a degree (Bachelors or Associates) in Business or IT related discipline.
•  Minimum 3.5 GPA

Preferred Skills, Education and/ or Certifications:

•  Active certifications in Microsoft Dynamics 365

Equal Opportunity Employer - Including Disabled and Veterans

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