Technical Lead – Customer Support

Job not on LinkedIn

🕒 July 13

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Aspire Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🏢 Enterprise

🤝 B2B

SaaS • Enterprise • B2B

Aspire Software is a company that focuses on acquiring and nurturing businesses with a strong foundation in outstanding products and passionate teams. As part of the Valsef Group, Aspire Software offers resources, knowledge, and a suite of best practices to enhance and expand operations for continuous improvement and sustainable growth. The company emphasizes decentralization to unlock innovation and adaptability within its acquired entities. Aspire Software is dedicated to serving its customers through long-term technology partnerships, leveraging capital and expertise in various verticals to grow both the businesses and individuals involved.

📋 Description

• The candidate will act as a SME for the CRM system. • The individual will be responsible for supporting Microsoft Dynamics 365 CRM platform and the ideal candidate will have sound knowledge in Dynamics CRM entities, workflows, configurations, reporting, dashboards and security model. • Support other team members in the knowledge transfer process so the whole team is able to understand and provide technical support for new features. • Ensuring the L2 Operational support team resolves incidents and requests from customer within the agree SLAs • Managing the collaboration between the L2 and L3 product teams to resolve more complex technical tickets as required • Act as the technical lead for the Operational Specialists on the team to guide them in how to resolve tickets raised by the customer. • Take ownership to resolve the more complex technical tickets that the junior team members are not able to address. • Meeting with key stakeholders in the countries using the solution to review and follow up on their key incidents and requests • Building and maintaining good relationships with the customers • Manage the prompt resolution of escalated tickets from the customer either directly or via a member of the Ops team. • Take part in knowledge transfers from the product and projects team to understand in detail new features and functionality being delivered. • Liaison with business teams to receive details of business changes, new content, template updates etc. • Willing to visit client locations as and when required

🎯 Requirements

• 5+ years’ experience of functional knowledge in Microsoft Dynamics CRM • Experienced in User Configs, Data Import and Export. • Experience in managing a team of support engineers • Experience with SaaS based technology solutions, preferably in Life Sciences • Experience working closely with Customer and Engineering teams delivering support services and changes to customers. • Experience presenting operational status at a detailed level and rollup level to the leadership team. • Management of customers, including in dealing with difficult situations.