Dynamics 365 Application Support Specialist

Swegon Sverige; Göteborgs kommun; On-site; SEK 550,000 - 700,000; Full time

Job summary

Swegon Sverige is seeking a Dynamics 365 Application Support Specialist to provide day-to-day support for Dynamics 365 applications, ensuring timely assistance and smooth business operations across the organization.

You will serve as the primary contact for support requests, investigate issues, and collaborate with application managers and technical teams to maintain a high level of service for Dynamics users globally.

Qualifications

• Experience supporting business applications.
• Experience with ticketing, case management platforms.
• Strong troubleshooting and problem-solving skills.

Responsibilities

• Act as the primary point of contact for Dynamics 365 support requests and user enquiries.
• Manage support cases from initial logging through to resolution and closure.
• Investigate, troubleshoot and resolve application issues, escalating where appropriate.
• Monitor and prioritise support queues to ensure timely responses and service delivery.
• Maintain accurate case documentation, knowledge articles and support procedures.
• Support user access, permissions and basic system administration activities.
• Communicate effectively with end users and stakeholders, providing clear status updates and guidance.
• Identify recurring issues and recommend improvements to reduce support demand and improve user experience.

Skills

Ticketing systems

Troubleshooting

User administration

Customer support

Communication

Prioritization

Tools

Dynamics 365

CRM systems

Ticketing/Case management

Job description

Swegon is building a global Microsoft Dynamics 365 Customer Engagement platform to strengthen our customer-centric digital capabilities. The solution is already deployed in multiple countries and is continuously expanding.

We use

• Dynamics 365 Sales, Field Service & IoT, Customer Service
• Power Platform
• Azure & SharePoint

Our ambition is clear: to become a global leader in software for indoor climate solutions.

The Role

The Dynamics 365 Application Support Specialist is responsible for providing day-to-day support for Swegon's Dynamics 365 applications, ensuring users receive timely assistance and business operations run smoothly.

The role serves as the primary contact for support requests, investigates issues, works closely with application managers and technical teams, and helps maintain a high level of service for Dynamics users across the organisation.

Key Responsibilities

• Act as the primary point of contact for Dynamics 365 support requests and user enquiries.
• Manage support cases from initial logging through to resolution and closure.
• Investigate, troubleshoot and resolve application issues, escalating where appropriate.
• Monitor and prioritise support queues to ensure timely responses and service delivery.
• Maintain accurate case documentation, knowledge articles and support procedures.
• Support user access, permissions and basic system administration activities.
• Communicate effectively with end users and stakeholders, providing clear status updates and guidance.
• Identify recurring issues and recommend improvements to reduce support demand and improve user experience.

We are looking for someone who

• Has a passion for helping users and delivering excellent customer support
• Is organised, proactive and able to manage multiple priorities simultaneously
• Communicates effectively with both technical teams and business stakeholders
• Enjoys investigating issues and finding practical solutions
• Is comfortable working in a fast-paced, service-focused environment

Technical Skills

• Experience supporting business applications
• Experience working with ticketing, case management or service desk platforms
• Strong troubleshooting and problem-solving skills
• Experience with user administration, permissions and access management

Meritorious

• Experience working with CRM or ERP systems
• Experience creating user documentation and knowledge articles

What We Offer

• A key role supporting business-critical applications used globally
• The opportunity to make a direct impact on user satisfaction and business operations
• A collaborative and supportive team environment
• Opportunities to learn and develop within Microsoft's business application ecosystem
• Clear alignment with our values: Customer Empathy, Trust and Commitment

At Swegon, we work towards creating the world's best indoor climate that promotes people's well-being - 'feel good inside.' We have ambitious goals in our sustainability efforts, aiming to offer the most energy-efficient products, promote equality, and become CO2 neutral, while maintaining transparency in our operations. We provide exciting challenges in a global environment with competent colleagues and a culture defined by our values; "Customer Empathy, Trust, and Commitment," which permeates everything we do and forms the basis for the decisions we make and how we interact with each other. At Swegon, we foster an open and flexible organizational culture with short decision-making processes, plenty of development opportunities, and we value your ability to balance work with your personal life. We place great importance on personal qualities, welcome applicants from diverse backgrounds, and strive for diversity and equality.