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[Job] - Microsoft : Sr. Support Engineer-Microsoft Dynamics CRM

Company: Microsoft

Location: Las Colinax (TX), United States

As a Microsoft Dynamics CRM Support Engineer (SE), you are a technical leader and will be driving the discovery of potentially unique solutions for each customer situation as part of a team. We’ll provide you with abundant resources, including training, advanced diagnostic tools, the Microsoft Dynamics CRM product group, and the experience of tenured engineers around you. You will also have the opportunity to collaborate and help your colleagues by sharing the results of your investigation. In this professional role, your contribution and overall impact is self-directed and the opportunities are plentiful.

Troubleshooting at this level is not scripted. You will be responsible to resolve potentially unique solution for each of your customer’s situations. During the course of troubleshooting, you may uncover software defects and have opportunities to improve the customer experience as well as to influence the current and future design of Microsoft Dynamics CRM by working directly with the product team. Our continuous learning environment expects that you will develop ever increasing depth skills as a subject matter expert. You will become the world’s best in your area of expertise.

This position will require you to work a rotational On-Call schedule. You may have the opportunity for some occasional domestic and or international travel.

Responsibilities:
Be part of a team and develop your skills as you solve complex technical issues in Microsoft Dynamics CRM.
Manage relationships with your customers and provide technical documentation for the troubleshooting steps.
Report software bugs and be an advocate for product improvement using customer suggestions.
Develop specialized expertise by supporting Microsoft Dynamics CRM. Document your knowledge and share that knowledge with others.
Use tools for debugging and root cause analysis.
Provide in-depth technical support for customer service delivery via telephone, written correspondence, or electronic service regarding technically complex, escalated problems.
Engage and collaborate with other Microsoft groups, including escalation teams and the development team, in gaining resolution to critical, complex issues.
Provide exceptional customer service in politically charged environments.
Represent Microsoft professionally in customer and partner onsite visits, where travel may be required.
Create advanced online technical content including Knowledge Base articles, training documents, blogs, etc.
Participate in planned team-wide shift rotations to cover business needs, including 24x7 “On-Call” responsibilities and extended (evening shift).
Present technical content to various audiences including customers, partners, and internal stakeholders.

Qualifications
Strong customer service, accurate and logical problem solving, and communication skills, plus the ability to work in a team environment.
Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring.
Strong debugging skills desired but not required, e.g. ability to read and analyze network traces, fiddler, SQL trace, etc.
Good knowledge of Microsoft SQL.
Excellent Communication Skills - spoken and written English (including technical writing).
Passion for lifelong learning and personal and professional development.
Three or more year’s industry experience with Microsoft stack technologies.
Current Microsoft IT Certification preferred (Ex. MCSE, MCSA, MCSD, MCTS (Dynamics CRM)
Exposure and experience working with customers on Microsoft Cloud products such as Azure, Office 365, or Microsoft CRM is preferred but not required.
Programming skills are useful but not required, preferably in C
Degree in Management Information Systems, Computer Science, Computer Information Systems, Computer Engineering (preferred)

Order Management : Fields on the Order Form contd.

  • Shipping Information
    • Shipping Method: Shipping method for deliveries sent to this address.
    • Payment Terms: Payment terms to indicate when the customer needs to pay the total amount.
    • Freight Terms: Freight terms to make sure shipping charges are processed correctly.
  • Addresses
    • Bill to Address: Complete Bill To address.
    • Ship To: Whether the products included in the order should be shipped to the specified address or held until the customer calls with further pick-up or delivery instructions.
    • Ship To Address: Complete Ship To address.
  • Sales Information
    • Opportunity: Related opportunity linking the data for the order and opportunity for reporting and analytics.
    • Quote: Related quote linking order data and quote data for reporting and analytics.
    • Potential Customer: Customer account or contact providing a quick link to additional customer details, such as account information, activities, and opportunities.

Installation of Microsoft Dynamics 2013 on a Windows 2012 Server

What is difference between database and disk deployment?

Plug-ins stored in the database is automatically distributed across multiple Microsoft Dynamics CRM servers in a data centre cluster and are included in database backups and redeployments. On-disk storage of plug-ins is useful for debugging plug-ins using Microsoft Visual Studio.

Opportunity : System Calculated Pricing

If System Calculated is selected, an Opportunity record can be saved without specifying a price list.


However, Opportunity Products cannot be added to an opportunity (in the Line Items section of the form) without first specifying the price list. And since the Est. Revenue field is calculated as the total of all opportunity product records for the opportunity, opportunity products must be added in order to reflect a value in the Est. Revenue field.

Dynamics CRM 2011 - Optimize Customer Experience

Demonstration of how Microsoft Dynamics CRM 2011 can be used to optimize customer experience.

SSRS Reports in CRM 2011 Online

Dynamics CRM 2011 Online now supports custom SSRS reports. There's a bit of setup required, though, including the installation of BIDS (part of SQL 2008) and a (free) add-on for CRM known as the Report Authoring Extension. In this video I go through the setup and show some basic SSRS authoring techniques.

Product Catalog : Product Kit

  • Products can also be bundled together to form a kit.
  • A kit helps to simplify the sales and ordering process.
    • For example, if an organization sells digital cameras and batteries, these two products can be bundled together to form a kit.
  • To form a kit, first convert the product to a kit product, and then add each product to the kit.

Recursive Workflow for Case Escalation

CRM-Azure Screencast

This screencast is designed to get you started using the new "CRM-Azure AppFabric Integration" feature. Video Legend: 00:00:22 - Introduction 00:06:45 - Scenarios 00:17:13 - Walkthrough: Using out-of-box service bus plugin 00:22:40 - Walkthrough: Custom service bus plugin 00:26:03 - Walkthrough: Extra configuration needed for on-premise/IFD deployments 00:26:11 - End

Dynamics CRM 2011 : Teams, Queues, Sales Literature