Senior Product Support Specialist

REPORTING TO:

SUMMARY OF POSITION AND OBJECTIVES:

The Senior Product Sustenance Engineer is responsible for IT application support activities including maintenance, administration, and Level 2 support with specialization in certain key modules. They will work closely with the SPOCs of various companies of Eurofins and Business Analysts, Infrastructure Support, Developers and Testers of the D365 CRM Application and Services; and ensure timely and efficient resolution of IT application-related incidents and service requests, while supporting Change and Problem management process.

• 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.