Position Description :
Do you have a passion for service and do you want to be part of a multidisciplinary team and be responsible for the guaranteed delivery of CRM services?
Act as the first point of contact (L1 / Level 1) for CGI CRM end-users. The primary objective of the role is to provide first time resolution.
This will be achieved by troubleshooting, diagnosing and resolving incidents or problems as the first point of contact.
Proper escalation of the incident to one of our L2 (Level 2) line specialist with investigation details and troubleshooting steps.
You will be working with L1 Team Lead.
This is a demanding support position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge across a broad range of Dynamics CRM 2016 modifications and customizations.
Your future duties and responsibilities :
Dealing with incoming incidents in a professional, courteous manner over the phone and via email
Taking ownership of incidents and managing them in a logical and methodical manner
Conducting full and through diagnostics with end users to enable first point of contact incident resolution
Managing incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
Diagnosing and resolving problems to the customers satisfaction
Maintain and develop own knowledge and skills to assist with first time incident resolution
Sharing knowledge with team colleagues
Familiar with working on Dynamics CRM 2013 version up to the latest version a plus
Minimum 1 year Dynamics CRM Development experience a plus, willing to do both Functional and Technical work.
Have solid experience in a helpdesk or technical support environment a plus
Must be able to demonstrate a customer first approach to support
The ability to liaise and communicate confidently and professionally with customer representatives at all levels
Natural aptitude for trouble shooting & problem solving
Highly organized and able to work on own initiative to complete the range of tasks required
Flexible and willing to work on shifting schedule (2 weeks interval depending on the need)
Skills : MS Dynamics CRM
MS Dynamics CRM
What you can expect from us :
Build your career with us.
It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change supporting our clients’ digital journeys and offering our professionals exciting career opportunities.
At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership.
All of our professionals benefit from the value we collectively create.
Be part of building one of the largest independent technology and business services firms in the world.
No unsolicited agency referrals please.
CGI is an equal opportunity employer.