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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 : Order Status

  • Open
  • Fullfilled
  • Cancelled

Microsoft Dynamics CRM Tutorials

What is Microsoft Dynamics CRM?

Microsoft Dynamics CRM is a customer relationship management sofware package developed by Microsoft. It has primarily three modules sales, service and marketing.  

Microsoft made Microsoft Dynamics CRM platform highly customizable which allows it to be customized to satisfy different customer needs beyond just CRM.

Microsoft Dynamics CRM comes in three flavours:

  • Online: This is hosted and maintained by Microsoft on their cloud and services are available as subscription.
  • On-Premises: This can be installed on customers premises.
  • Partner Hosted: This is installed on third party infrastructue and services are provided to customers.

Latest version

Microsoft Dynamics CRM 2016 is the latest version, previous versions are: 2015, 2013, 2011, 4.0, 3.0, 1.2, 1.0

Platform

Microsoft Dynamics CRM is built on .Net framework. It can be customized both  at server side and client side. 

Programming language for Microsoft Dynamics CRM:

  • Server Side: .Net (C# or VB)
  • Client Side: JavaScript

Software Development Kit (SDK)

To help customize the Microsoft Dynamics CRM Microsoft releases software development kit (SDK) with each version. This SDK contains assemblies, tools, sample codes and more. You can download it from below links

Commonplace Opportunity Customizations:CRM4

Chart Visualization Introduction (1 of 5): Dynamics CRM 2011

This Snack shows how to use chart designer to quickly and efficiently create graphs and charts to monitor business metrics in Microsoft Dynamics CRM 2011 At Training Material Completion After you complete this snack you will be able to:

• Add and delete entities

• Refresh the metadata

• Manage profiles

• Import and export profiles

Simplify case resolution with the Dynamics CRM interactive service hub

Pull customer information from one central place to resolve cases quickly with the Dynamics CRM interactive service hub. This video provides an overview of the interactive service hub, and shows how you'll spend less time looking for the information you need to resolve customer issues, and more time focusing on your customers.

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.

Microsoft Dynamics CRM 2011 - Impact_on_Partners Service Practice

Sales Literature: Create Sales Literature Attachments

To create a sales literature attachment, follow these steps:

  • On the Navigation Bar, click Sales and then click Sales Literature.
  • In the All Sales Literature view, open an existing Sales Literature record.
  • In the Sales Attachment section of the form, click the Add a Sales Attachment Record button (this appears as a plus symbol (+)).
  • Enter the following information as appropriate, and observe any noted restrictions or requirements as needed :
    • Title: This is a required field. 
    • Author: Type one or more author names into this field.
    • Keywords: List key, searchable words that can be used to help
      find this attachment.
    • Abstract: Type any overview of the document.
    • File Name: Browse to a document that you want to be tied to the Sales Literature record.
  •  In the Command Bar, click Save and Close.

Lead Management: Lead To Opportunity Process Ribbon

With the process ribbon, users can follow a step-by-step process to make sure the correct information is gathered for different record types.

Stages and Steps in Lead to Opportunity Process

  • Qualify
    • Existing Account
    • Existing Contact
    • Purchase Timeframe
    • Estimated Budget
    • Purchase Process
    • Identify Decision Maker
    • Capture Summary

Record Type: Invoice

Invoice

  • Represents a Request For Payment From Customer

 

Depending on the payment terms, an invoice can be generated from an order after it is fulfilled or when it is placed.

Color Grid for Dynamics 365

Color Form for Dynamics 365