Are you ready to put in practice your skills and knowledge helping providing world-class Technical assistance working with one of the best Adaptable Business Management solution in the market?
You will have a chance to help solving technically complex problems in a fast-paced, widely used solution. Expect to work closely with Support Engineers to integrate cross-
product solutions. Your technical and relationship skills are critical to the success of the Dynamics 365 solution and the customer’s perception of value.
As a Microsoft Dynamics Partner Technical Advisor you are a technical leader and will be helping to drive the discovery of potentially unique solutions for each customer situation as part of a team.
You will also have the opportunity to collaborate and help your other Engineers by sharing the results of the investigation
You will be responsible to help resolving potentially unique solution for each of your customer’s situations. During the troubleshooting, you may help uncover software defects and have opportunities to improve the customer experience as well as to influence the current and future design of Microsoft Dynamics 365 by reporting the findings.
Case wellness and case resolution quality ensure progression of cases
Knowledge capture from new scenarios
Owns select cases when needed GetHelp, high visibility, unique skills or assign to team escalation
Predominantly assists others in their cases by staying engaged as long as needed (until resolution) rather than owning own cases
Identify training needs, modality; what is best plan to enable engineers to be successful?
Perform tech reviews to ensure overall case wellness and case work / scope quality and follow up to ensure action has been taken
Unblock engineers on critical / pervasive issues
Advise case owner on out of scope escalation decisions
Develop troubleshooting content
Collaborate with Internal Teams for product & process feedback
Provide technical and soft skill evaluations of individual team members to Service Delivery Managers (i.e. general technical gaps, language proficiency, empathy, professionalism, etc.
who will address with Supplier management.
Delegate with thoughtfulness to enable others to learn new skills, but also mindful of impact on person being asked
Partner across teams inclusive of Principal EE’s to address systemic issues
Help drive top priorities by working with managers, engineers, Serviceability team, and other stakeholders
Provide technical screening guidance as part of supplier recruitment activities (i.e. supports exams, review profiles, verify skillset requirements)
Improve team’s problem solving skills, case management and customer service skills and promotes continued learning, self-
study, and contributions to team knowledge (workflows, wikis, etc.)
Ensure team members have suitable levels of permissions in system to allow efficient resolution of cases
Unblocks PG servicing and escalation processes and ensure team members have access to PG resources as needed to support customer resolution.
English Language : fluent in reading, writing and speaking.
Spanish Language : fluent in reading, writing and speaking.
2- 3yrs experience in either Microsoft Dynamics 365 for Finance and Operations
Strong customer service and accurate and logical problem solving,
Exposure and experience working with customers on the Cloud, e.g. Microsoft Cloud products such as Azure, AWS
Good knowledge of operating systems including (Windows 2016, 2012 and 2008 Server, Windows 10, 7 and Vista).
Good knowledge of Microsoft SQL and Active Directory
Strong debugging skills desired but not required, e.g. ability to read and analyze traces, SQL performance etc.
Interpersonal and relationship skills proven through work experience
Passion for lifelong learning and personal and professional development.
Degree in Management Information Systems, Computer Science, Computer Information Systems, Computer Engineering, related technical degrees or applicable industry experience
Strong customer service skills, accurate and logical problem solving, and communication skills, plus the ability to excel in a team environment is essential.
Excellent Communication Skills - verbal, listening, and written (including technical writing).
Passion for technology, lifelong learning and professional development.
Training and coaching abilities
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and / or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits / perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.