Note: The job is a remote job and is open to candidates in USA. Solutions Metrix is seeking a proactive Technical Support Specialist with strong Microsoft Dynamics 365 (CRM) experience to join their growing team. In this role, you will help customers resolve issues, improve support workflows, and adopt best practices to maximize their CRM investment, while collaborating closely with various internal teams.
Responsibilities
• Serve as the first point of contact for customer support requests (email, phone, portal)
• Diagnose and troubleshoot Dynamics 365 (CRM) issues, identify root causes, develop and implement fixes
• Provide functional guidance, including no code configuration and business process adjustments
• Escalate complex technical issues to internal teams or partners while maintaining ownership of follow up and customer communication
• Advise customers on best practices and improvements aligned with their business processes
• Triage, categorize, prioritize, and assign incoming tickets to the appropriate team
• Track ticket progress, provide clear updates, and ensure customers receive timely communications
• Monitor SLAs and proactively follow up to minimize delays
• Capture customer feedback after resolution and identify recurring issues
• Coordinate and confirm effort estimates and assumptions with consultants and communicate timelines and expectations to customers
• Coordinate with Delivery, Sales, Customer Success, and Finance to manage resource allocation and handle requests outside contracted scope (including documentation and justifications)
• Maintain and improve support SOPs, internal knowledge base, and customer facing documentation
• Support onboarding and training of new team members on tools and workflows
• Help onboard customers to the support portal and reinforce support processes
Skills
• 3 to 5 years of experience in technical support or customer service, ideally in a SaaS, CRM, or consulting environment
• Bachelor's degree in computer science, IT, or a related field or equivalent professional experience in a technical support capacity
• Strong working knowledge of Microsoft Dynamics 365 (CRM), including development, configuration and troubleshooting
• Familiarity with no-code development and business process configurations
• Understanding of support workflows, triaging, and SLA-based environments
• Excellent customer service, interpersonal, and problem-solving skills
• Clear and professional communication, both written and verbal
• Able to remain calm and focused under pressure
• Strong attention to detail and organizational skills
• Certification in other CRM tools like Creatio or SugarCRM
• Working knowledge of French
Company Overview
• We adapt our solutions to your business and your industry. Not the other way around. We are CRM specialists. It was founded in 2001, and is headquartered in Montréal, Quebec, CAN, with a workforce of 51-200 employees. Its website is http://www.solutionsmetrix.com.