Senior Product Support Specialist

We are seeking a Senior Product Support Specialist to join our team in Bengaluru, India. Reporting to the Associate Director, this role is crucial for the maintenance, administration, and Level 2 support of our IT applications, with a focus on key modules. You will collaborate closely with business stakeholders, application owners, and IT development and infrastructure teams to ensure the timely and efficient resolution of incidents and service requests, while actively participating in change and problem management processes.

Key Responsibilities:

• Provide Level 2 support, including diagnosis, investigation, and resolution of application issues and interface problems.
• Adhere to program service level agreements to resolve customer issues efficiently.
• Drive ticket closure with a focus on high customer satisfaction.
• Support the implementation of D365 CRM SaaS applications (Sales, Customer Service, Marketing, and Customer Voice modules).
• Manage user access and data management requests, including importation, updates, and migration.
• Troubleshoot application issues and coordinate with various IT and business teams for resolution.
• Develop in-depth knowledge of supported applications and stay updated with new features and releases.
• Collaborate with L2 and L3 support members to log and resolve bugs.
• Assist Business Analysts with the initial analysis of change requests.
• Contribute to the knowledge base for frequently asked questions and common service requests.
• Provide training to Super Users on application usage and participate in webinars.
• Be available for planned weekend work during new scope go-lives.
• Possess basic knowledge of IIS troubleshooting, Windows server event viewer logs, and single sign-on.
• Have a basic understanding of cloud concepts, preferably Microsoft Azure.
• Exhibit a basic understanding of Microsoft suite applications like Outlook, Teams, and SharePoint.

Preferred Experience:

• 4 to 7 years of experience in application support or a related IT domain.
• Excellent analytical and problem-solving skills.
• Strong verbal, written communication, and interpersonal skills.
• Experience with the ITIL framework.
• Experience working with cross-functional, geographically dispersed teams.
• Experience supporting Microsoft D365 CRM (on-premise or online) is highly preferred.
• Experience or understanding of Customer Service applications with email-to-case, phone-to-case, and chat-to-case workflows is highly preferred.

Ideal Candidate Profile:

• Clear and effective communication, both verbal and written.
• Strong sense of ownership and ability to drive tasks to completion.
• Ability to work effectively both independently and as part of a team.
• Customer-focused, goal-oriented, and detail-attentive.
• Ability to explain technical concepts to non-technical stakeholders clearly.