Dynamics CRM Support Engineer

Short company description

The Microsoft Global Technical Support Centre in Bucharest provides technical service and support for Microsoft’s European Enterprise and Developer customers. The centre is part of the company’s global support operation and is staffed by highly skilled technical specialists in enterprise platform, business and developer applications.

Founded in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide leader in software, services and solutions that help people and businesses realise their full potential. The centre is part of Microsoft’s Romanian operation, which was established in 1996. Microsoft supports millions of customers globally on the strength of its network of customer service and technical support centres in markets throughout the Americas, Europe and Asia.

Requirements

Requirements:
Key Success Criteria
Ability to delight customers, contribution to team customer satisfaction goals
Excellent Team player
Strong ownership of customer issues
Realize personal accountability within team

Knowledge, Skills and Experience
1) Essential Experience
Technical support &/or CRM functionality support.
Microsoft Dynamics CRM Experience would be beneficial but not essential. In depth knowledge of other Microsoft technologies would be appropriate instead.
Deep knowledge of product functionality, business processes or technology being supported with proven track record
Communication skills in international environment
Good English and German or Danish or Dutch or Russian knowledge

2) Technical /Functional Skills
CRM Products (Preferred Microsoft Dynamics CRM 4.0 or higher) in Small & Medium Business marketplace
1 or more of the following areas:
o Sales Automation
o Exchange Server (2007, 2010)
o Outlook (2007, 2010)
o SharePoint Server (2007, 2010)
o Microsoft SQL Server (2005, 2008)
o ADFS 2.0 (Active Directory Federation Services)
o BizTalk Server
o IIS (6.x, 7.x)
o Internet Explorer (6.x, 7.x, 8.x)
o Developer Skills (e.g. C#,C++, .Net, JScript),
o OS (Windows XP, Windows Vista, Windows 7, Windows Server 2003, Windows Server 2008),
o Network Infrastructure (DNS, DHCP, TCP/IP),
o PowerShell

3) Personal Attributes
Customer focused
Technically credible
Excellent communication skills both spoken and written
Able to work well under pressure and meet commitments
Ability to communicate with international customers (cultural awareness)
Team player

4) Qualifications
MCPs / MBS Certifications
Other Business Process industry recognized accreditations desirable

Responsibilities

The Global Technical Support Centre (GTSC) located in Bucharest provides expert-level technical service and support for Microsoft’s European Enterprise and Development customers. The center is part of Microsoft Global Support Operations and is staffed by highly skilled technical specialists in enterprise Platforms, Business and Developer Applications.
Contract: Outsourced Employment Contract
Location: Bucharest
Start date: ASAP

Role Purpose
The successful candidate will work within a team (local and EMEA wide) of support specialists focused on resolving our End Customer and MBS Partner Channel customer’s technical & product issues. This requires scoping the customer’s expectations and collaborating with others to meet those expectations in the shortest possible time. This position requires the ability to provide technical support on Microsoft Dynamics CRM.

Team/ Department Mission
Solve the customer’s problem in the quickest way possible by putting them at the center of everything we do.

Key Accountabilities
Communicate with customers, GTSC engineers and appropriate subsidiary staff via electronic correspondence or telephone. Assist with onsite support regarding mission critical problems experienced with the supported technology & product within your team.
Solve complex level of problems, involving broad product knowledge or functional speciality areas. Provide solutions that satisfy customers which will involve handling difficult situations (complaint handling, sensitive customer, mission critical)
Take an active role in challenging and suggesting enhancements on existing processes and workflow.
Develop own technical & functional knowledge on products/technologies related to the team scope.
Write technical articles in order to distribute technical information to all Customers, GTSC engineering and subsidiary staff.
Develop and deliver internal GTSC and customer technical trainings/workshops in speciality areas.
Perform technical mentoring of colleagues as needed to ensure the quality of support given.
Preparation and Delivery of pro-active support services (Supportability Reviews and Expert Roundtables). Contribute to those topics in supported technology and define scope of upcoming technologies.
Use sophisticated tools to analyse complex problems and develop solutions to meet customer needs.
Assist in representing Microsoft in any forum (i.e. seminars, technical or marketing, conferences event).

Other info

JOB HIGHLIGHTS:
In-depth training
Exposure to Microsoft technologies
Access to emerging cutting-edge products and technologies
Develop expert-level in-breadth and in-depth knowledge on Microsoft software development technologies
Medical program
Lunch vouchers
Mobile phone and laptop
Competitive salary package

Our ideas touch the lives of individuals everywhere and they are born in an environment designed to encourage collaboration, openness and innovation. We want you to join in, influence, learn, challenge, agree and disagree. When you work for Microsoft, you’re free to express yourself your way!

Microsoft is an equal opportunity employer with a strong commitment to diversity and inclusion. We provide an inclusive candidate experience throughout our recruitment process and welcome all application.
Please note that your resume will be entered in our data base and may be used in further recruitment events.

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