Microsoft Corporation is an American multinational technology company with headquarters in Redmond, Washington. It develops, manufactures, licenses, supports, and sells computer software, consumer electronics, personal computers, and related services.
As a Customer Engineer for our SMC customers, you will proudly represent Microsoft as you deliver SMC services and communicate with corporate customers regarding escalated problems with their products and services, while fostering positive professional relationships.
Planning of proactive services for your customer and competently managing your accounts
Gaining a deep understanding of your customer’s solution
Being responsible for customer’s reactive issues and resolving them effectively and efficiently
Creating SMC lifecycle technical documentation, customer specific training documentation and customer education sessions
Maintaining strong relationships with customer contacts to ensure high customer satisfaction
Developing custom scripts to monitor or fix issues, or create customer specific plans to mitigate customer pain longer term; this may involve writing sample code or create new Intellectual Property development type of work
Managing crisis situations that may involve politically challenging issues and diverse audiences and participate in the 24×7 on-call rotation model
Leading regular triage meetings to share lesson learned with customers, engineers and TAMs, and defining mitigation strategies to ensure customer solutions run efficiently
With your background as a technical CRM professional and your ability to work with customers in a proactive and constructive manner, you will have a real opportunity to be successful in this role.
Other skills, knowledge and experience that will enable you to bring real value to our customers include:
Industry experience of assessing complex, business critical Dynamics 365 or Microsoft Dynamics CRM environments
Good communication skills, both verbally and written, demonstrated through regular engagement with customers, internal senior stakeholders and other third-party vendors
A background of advising customers on topics such as data management, performance tuning, development practices, upgrades and infrastructure sizing
Knowledge of tools commonly used to manage complex D365 CE/CRM implementations, such as DIXF (Data Import Export Framework), IDMF (Intelligent Data Management Framework), AIF/WCF Services
Practical understanding of related Microsoft technologies, including SQL, SSRS/SSAS, SharePoint, Visual Studio and Teams Foundation Server
Bachelor’s Degree in Computer Science, Computer Information System, Math, Engineering, Business, or related field or relevant professional experience
MCSE/MCSD/MCPD, vendor qualifications or other advanced professional qualifications (preferable)
ITIL Certification or equivalent experience (preferable)