The Role:

As a Product Support Engineer you will represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technical/Product/Business complex problems in Microsoft Dynamics products and manage relationships with those customers.

Key Responsibilities:

• Ability to take Technical/Functional leadership in one specific product or area of business processes.
• Own, investigate and solve complex customer technical/functional issues and serve as a point of contact to the customer to assist in resolving cases.
• Drive the communication with the customer to ensure the customer has confidence on problem resolution
• Define and understand the customer issue by creating adequate reproduction scenarios.
• Research, troubleshoot, develop and implement a workaround (if needed) and gain agreement from customer on problem resolving.
• Act as the L2/L3 (Level-2/Level-3) support to solve the customer issue
• Collaborate with cross-group peers both proactively and reactively.
• Produce quality documentation.

Required Skills/Qualifications:

• Minimum 2+ Years relevant experience as Technical/Functional Consultant OR Engineer
• Engineering or master’s degree in computer science/information technology (IT) or equivalent
• Relevant product Certifications from Microsoft
• Excellent Communication Skills - verbal, listening, and written (including technical writing).
• Should be willing/flexible to work in shifts and weekends.

Expertise: MS Dynamics 365 – Retail/Commerce Functional Engineer/Consultant

• Hands-on experience in POS Configuration and Customization
• Excellent knowledge in in below Functional/business areas
  • Retail Channel Integration
  • Omnichannel Customer Experience
  • Commerce Data Modeling, Order Fulfilment and Processing
  • Inventory Management, Payment Processing and Integration
• Good in SQL Queries