Customer Support & Issue Resolution
• Take ownership of the technical and functional delivery of D365 products.
• Identify, classify, provide guidance, remedy for the issues reported to us by the Customer’s help desk
• Conduct a root-cause analysis and recommend a suitable solution to remediate the root cause of the indicative Incident(s).
• Provide information about the Identified Application environments to assist the Customer’s IT team with their change management process
• Classify and review minor application/solution enhancement requests.
• Detail the requirement with business users on need.
• Deploy the enhancements, will share the deployment package and will assist in deploying it in the clients’ environment.
• Management and monitoring of applications’ services, such as performance, uptime, or usage for the services related to Netiks developed application
• Data and application migration, including Data fixes or data remediation, for the data directly related to D365 developed applications.
• Perform final products testing and ensure that products meet the business requirements.
• Ensure resources are made available for new product installation, setup and testing.
• Plan and prepare products delivery based on business requirements.
Team Collaboration & Documentation
• Conduct training on newly delivered enhancements and ensure full client readiness to operate them.
• Prepare and keep all product training manuals updated as per the business requirements.
• Prepare FAQs, User Guides or presentations as necessary for new products.
Product Knowledge & Customer Retention
• Knowing our products inside and out so that he / she can answer questions easily.
• Handle complaints, provide appropriate solutions and alternatives in line with the agreed Service Level Agreement (SLA).
• Follow the client’s office working hours and holiday schedule.
• Identify opportunities to enhance customer satisfaction and loyalty.
• Suggest improvements to service processes to enhance customer experience.
• Follow up with customers post-interaction to gauge satisfaction and offer further assistance
اطلب مساعدة الخبراء لكتابة سيرة ذاتية مميزة.