Senior Technical Support Specialist

2 weeks ago

Chennai, Tamil Nadu, India SES Full time

About the Role

The Senior Support Analyst will play a critical role in supporting the CRM Delivery Users focused on the Microsoft Dynamics 365 environment. This position requires a technical support specialist with a strong understanding of business processes and a customer-centric mindset.

Key Responsibilities

  • Actively participate in AGILE ceremonies to ensure proactive communication about challenges and opportunities.
  • Collaborate with ServiceNow and Azure DevOps to manage incidents and user stories.
  • Maintain a service-oriented attitude and provide excellent service to system users, product owners, and scrum masters.
  • Develop end-to-end views of application interfaces, including support and understanding of Mulesoft APIs.
  • Assist junior support team members and other team members as needed.
  • Support business process procedure generation, create and execute test scripts, and work with developers to automate them in the Selenium framework.
  • Act as the main point of contact for incident resolution and create and report on support-related KPIs.

Requirements

  • Excellent analytical and problem-solving skills
  • Ability to work autonomously and collaborate with others
  • Service and customer-centric mindset
  • Proactive identification of ways to contribute to the team and wider SES goals
  • Excellent communication and presentation skills
  • Ability to understand business requirements and work towards solutions
  • Openness to new technologies and willingness to learn

Qualifications and Experience

  • Bachelor's degree in computer science, engineering, or information technology
  • Minimum 5 years of development/support experience, preferably on the Microsoft .net stack and Microsoft Dynamics CRM
  • Dynamics CRM/Dynamics 365 certifications are considered a plus
  • Fluency in English is mandatory, with any other languages being considered an asset

About SES

SES is a dynamic and innovative organization that values technical expertise and customer satisfaction. We are committed to delivering high-quality support and solutions to our customers.

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