REF45926K-Assistant Manager - WTS, 3 - 5 years - CRM L2 Support - MS Dynamics 365 - Mumbai (WFO)

WNS; Singapore; On-site; SGD 50,000 - 80,000; Full time

Job summary

A leading Business Process Management company in Singapore is seeking an Assistant Manager for CRM L2 support, specializing in Microsoft Dynamics 365. The successful candidate will handle advanced technical support, troubleshoot escalated issues, and work with cross-functional teams to ensure efficient resolution. This role demands excellent communication skills and a solid background in CRM systems.

Qualifications

• 2-3 years experience with Microsoft Dynamics CRM or similar systems.
• Proven troubleshooting skills, working with cross-functional teams.
• Excellent communication skills and ability to document support activities.

Responsibilities

• Provide advanced technical support and troubleshoot escalated issues.
• Collaborate with teams to resolve complex problems and meet SLAs.
• Contribute to technical documentation and support knowledge base.

Skills

Problem-Solving

Communication

Collaboration

Education

Graduate in Computer Science

Job description

REF45926K-Assistant Manager - WTS, 3 - 5 years - CRM L2 Support - MS Dynamics 365 - Mumbai (WFO)

• Company Description: WNS (Holdings) Limited (NYSE: WNS) is a leading Business Process Management (BPM) company. We combine industry knowledge with technology and analytics to deliver innovative, digital-led solutions across various industries including Travel, Insurance, Banking, Manufacturing, Retail, and more. We provide BPM services in finance and accounting, procurement, customer interaction, and human resources, supporting over 400 clients with a team of 44,000+ employees.

Job Description

• The L2 Support Specialist will provide advanced technical support, handle escalated issues, troubleshoot in-depth, and collaborate with support tiers and technical teams for timely resolution of complex problems.
• Investigate and resolve escalated issues related to Microsoft Dynamics 365 modules such as CRM, Finance, Supply Chain, Sales, and Customer Service.
• Serve as an escalation point for unresolved issues from the first-level support team.
• Collaborate with peers, senior support, and development teams to address technical challenges and meet SLAs.
• Develop expertise in Dynamics 365 applications, architecture, and integrations, staying updated on product updates and best practices.
• Analyze recurring issues, system errors, and performance bottlenecks to identify patterns.
• Contribute to technical documentation, troubleshooting guides, and knowledge base articles.
• Share knowledge with the support team to improve efficiency.
• Work with cross-functional teams to facilitate communication and problem resolution.
• Participate in meetings to share insights and drive improvements.
• Ensure all changes follow change management and compliance standards.
• Support users with system configurations and customizations.

Qualifications

• Graduate in Computer Science, Information Technology, or related field.
• 2-3 years of experience with Microsoft Dynamics CRM or similar CRM systems.
• Proven troubleshooting skills and experience working with cross-functional teams.
• Excellent communication and problem-solving skills.
• Ability to document support activities accurately.

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• REF45926K-Assistant Manager - WTS, 3 - 5 years - CRM L2 Support - MS Dynamics 365 - Mumbai (WFO)

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