Senior Support Engineer

TN United Kingdom; United Kingdom; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the Life Sciences industry is seeking a Senior Support Engineer to enhance customer experience through expert support of the Microsoft Dynamics 365 CRM platform. The role involves troubleshooting, managing support requests, and collaborating with engineering teams to ensure effective solutions. Candidates should have over 5 years of experience and strong communication skills, with a focus on customer service and technical problem-solving.

Qualifications

• 5+ years of proven functional expertise in Microsoft Dynamics CRM.
• Exceptional communication and problem-solving abilities.
• Strong customer service orientation with a knack for grasping technical concepts quickly.

Responsibilities

• Serving as the go-to expert for the Microsoft Dynamics 365 CRM platform.
• Troubleshooting and resolving incidents and problems via phone, email, and remote meetings.
• Managing and prioritizing diverse support requests from a large user base.

Skills

Communication

Problem Solving

Customer Service Orientation

Technical Grasp

Interpersonal Skills

Debugging Applications

Education

Bachelor's degree

Microsoft Dynamics CRM certifications

Tools

Microsoft Dynamics CRM

XRM Toolbox

Microsoft Excel

Job description

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Exeevo is looking for a Senior Support Engineer to join the team.

Exeevo is a global leader in customer relationship management (CRM) solutions, purpose-built for the Life Sciences industry. Our AI-powered, cloud-based platform unifies sales, marketing, medical, and service functions, enabling pharmaceutical, biotech, and medical device organizations to connect with stakeholders in transformative and innovative ways. By leveraging advanced technologies, Exeevo empowers Life Sciences companies to redefine how they engage with healthcare professionals, patients, and other key audiences, driving growth and delivering measurable business impact.

Serving thousands of users across pharmaceutical and medical device companies globally, Exeevo has a strong international presence with offices in China, India, Europe, and North America

About the Team:

Our dedicated support team is the backbone of our commitment to an exceptional customer experience. We are a skilled and customer-focused group passionate about providing timely and effective solutions to our users.

What You'll Do

• Serving as the go-to expert for the Microsoft Dynamics 365 CRM platform
• Providing in-depth support for Dynamics CRM entities, workflows, configurations, reporting, dashboards, and security models
• Taking ownerships of technical issues, thoroughly understanding customer needs, and effectively utilizing the escalation process for complex resolutions.
• Managing and prioritizing diverse support requests from a large user base with meticulous attention to detail.
• Troubleshooting and resolving incidents and problems via phone, email, and remote meetings within defined SLAs.
• Collaborating closely with engineering and product delivery teams to gain a deep understanding of product functionalities and project requirements.
• Potentially contributing to project management and support service management activities.

Required Qualifications

• 5+ years of proven functional expertise in Microsoft Dynamics CRM
• Bachelor's degree in any field, and preferably holding or currently pursuing Microsoft Dynamics CRM certifications
• Demonstrated experience in user configurations and data import/export processes
• Exceptional communication and problem-solving abilities
• Strong customer service orientation with a knack for grasping technical concepts quickly
• Excellent interpersonal and communication skills, capable of interacting effectively with individuals at all levels
• Familiarity with XRM Toolbox (a plus)
• Proficiency in debugging applications
• Fundamental understanding of database technologies
• Advanced proficiency in Microsoft Excel (formulas, pivot tables)