REF34154T - 5 - 7 years - CRM L2 Support specialist - Any CRM application - Mumbai (WFO) - WNS Global Services

WNS Global Services Mumbai, India

15 hours ago

Description

Job Description

Exp : 5 – 7 years

Location : Mumbai – Vikhroli office (WFO)

Ready to work in Rotational

Roles and Responsibilities :

• L2 Support Specialist will play a crucial role in providing advanced technical support and expertise, handle escalated issues, perform in-depth troubleshooting, and collaborate closely with other support tiers and technical teams to ensure timely resolution of complex problems

• Investigate and resolve escalated technical issues related to Microsoft Dynamics 365 modules, including CRM, Finance, Supply Chain Management, Sales, and Customer Service

• Utilize advanced diagnostic tools and techniques to identify root causes and implement effective solutions

• Serve as a point of escalation for unresolved issues from the first-level support team.

• Collaborate with peers, senior support personnel, and development teams to address complex technical challenges and ensure timely resolution within established SLAs

• Develop and maintain an in-depth understanding of Dynamics 365 applications, architecture, and integration points.

• Stay updated on the latest product updates, patches, and best practices to provide accurate guidance and support to end-users and colleagues

• Conduct thorough analysis of recurring issues, system errors, and performance bottlenecks to identify underlying patterns and trends.

• Work proactively to implement preventive measures and long-term solutions to enhance system stability and reliability.

• Contribute to the creation and enhancement of technical documentation, troubleshooting guides, and knowledge base articles.

• Share expertise and best practices with the support team to improve overall competency and efficiency.

• Foster strong working relationships with cross-functional teams, including development, infrastructure, and business units, to facilitate effective communication and problem resolution.

• Participate in regular meetings and discussions to share insights, coordinate activities, and drive continuous improvement initiatives

• Perform thorough testing of proposed solutions, patches, and configuration changes in sandbox or development environments before implementing them in production.

• Ensure that all changes adhere to established change management processes and compliance requirements

• Assist in the delivery of advanced user training sessions, workshops, and knowledge transfer sessions to enhance user proficiency and self-service capabilities.

• Provide ongoing support and guidance to users on complex system configurations and customizations 'MS Dynamic CRM. Knowledge in JIRA and Fresh Service

Qualifications

Graduate

Additional Information

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