Technical Support Specialist, CRM Systems (Microsoft Dynamics 365)

Join Our Team! 
We are looking for a proactive, customer focused Technical Support Specialist with strong Microsoft Dynamics 365 (CRM) experience to join our growing team. In this role, you will help customers resolve issues, improve support workflows, and adopt best practices so they get maximum value from their CRM investment. You will collaborate closely with Delivery, Customer Success, Sales, and Finance, and you will take ownership of customer communications from ticket intake through resolution. If you enjoy troubleshooting, working directly with clients, and continuously improving how support is delivered, we would like to meet you. 

Your Responsibilities 

Customer Support & Issue Resolution 

• Serve as the first point of contact for customer support requests (email, phone, portal). 

• Diagnose and troubleshoot Dynamics 365 (CRM) issues, identify root causes, develop and implement fixes. 

• Provide functional guidance, including no code configuration and business process adjustments. 

• Escalate complex technical issues to internal teams or partners while maintaining ownership of follow up and customer communication. 

• Advise customers on best practices and improvements aligned with their business processes. 

Ticket Management & Communication 

• Triage, categorize, prioritize, and assign incoming tickets to the appropriate team. 

• Track ticket progress, provide clear updates, and ensure customers receive timely communications. 

• Monitor SLAs and proactively follow up to minimize delays. 

• Capture customer feedback after resolution and identify recurring issues.
   

Internal coordination and stakeholder communication 

• Coordinate and confirm effort estimates and assumptions with consultants and communicate timelines and expectations to customers. 

• Coordinate with Delivery, Sales, Customer Success, and Finance to manage resource allocation and handle requests outside contracted scope (including documentation and justifications). 

Process optimization and team enablement 

• Maintain and improve support SOPs, internal knowledge base, and customer facing documentation. 

• Support onboarding and training of new team members on tools and workflows. 

• Help onboard customers to the support portal and reinforce support processes. 

Your Profile 

Education & Experience 

• 3 to 5 years of experience in technical support or customer service, ideally in a SaaS, CRM, or consulting environment. 

• Bachelor’s degree in computer science, IT, or a related field or equivalent professional experience in a technical support capacity. 

Technical skills 

• Strong working knowledge of Microsoft Dynamics 365 (CRM), including development, configuration and troubleshooting.  

• Familiarity with no-code development and business process configurations. 

• Understanding of support workflows, triaging, and SLA-based environments. 

Soft Skills 

• Excellent customer service, interpersonal, and problem-solving skills. 

• Clear and professional communication, both written and verbal. 

• Able to remain calm and focused under pressure. 

• Strong attention to detail and organizational skills. 

Nice to have 

• Certification in other CRM tools like Creatio or SugarCRM 

• Working knowledge of French 

If you enjoy solving problems, streamlining processes, and working directly with clients, apply today and be part of a collaborative, customer-focused team!