MS Dynamics 365 CE Technical Consultant

MS Dynamics 365 CE Technical ConsultantRemote | IndiaSimilar titles: CRM Support Analyst · Dynamics 365 Functional Analyst · CRM Technical AnalystAbout the RoleSolutions Metrix is a North American CRM consulting firm delivering digital transformation programs for banks and credit unions across Canada and the United States.We are hiring a Technical Support Specialist with strong Microsoft Dynamics 365 experience to join our client-facing support team. This is not an internal helpdesk role. You will own customer communications from ticket intake through resolution, troubleshoot real CRM issues, and work cross-functionally with our Delivery, Sales, and Customer Success teams to ensure clients get maximum value from their CRM investment.Note on schedule: This role operates on a 9 AM–5 PM EST schedule to align with our North American clients. It is fully remote with flexible hours within that window. We compensate well above the standard market rate. Please consider the schedule honestly before applying.What You'll DoCustomer support and issue resolutionServe as the first point of contact for support requests via email, phone, and portalDiagnose and troubleshoot Dynamics 365 issues - identify root causes, develop and implement fixesProvide functional guidance including no-code configuration and business process adjustmentsEscalate complex issues to internal teams while maintaining ownership of follow-up and client communicationAdvise clients on CRM best practices aligned with their business processesTicket management and communicationTriage, categorize, prioritize, and assign incoming tickets appropriatelyTrack ticket progress and ensure clients receive timely, clear updatesMonitor SLAs and proactively follow up to minimize delaysCapture client feedback post-resolution and identify recurring issuesInternal coordinationCoordinate effort estimates with consultants and communicate timelines to clientsWork with Delivery, Sales, Customer Success, and Finance on resource allocation and out-of-scope requestsProcess and documentationMaintain and improve support SOPs, internal knowledge base, and client-facing documentationSupport onboarding of new team members and help clients adopt the support portalWhat We're Looking ForMust-haves5+ years of hands-on experience with Microsoft Dynamics 365 — configuration, troubleshooting, and no-code customizationExternal client-facing support experience in a consulting, managed services, or SaaS environmentFamiliarity with SLA-based support environments and ticket management workflowsProfessional-level English, written and verbalGenuine openness to working EST hoursNice to havesExperience working on North American client accounts from IndiaBFSI domain familiarity (banking, credit unions, insurance)Creatio or SugarCRM experienceMicrosoft Dynamics 365 certificationWhy Solutions MetrixClient-facing from day one - real ownershipNorth American financial services clients - banks and credit unions managing billions in assetsBoutique environment - small, senior, experienced team with no bureaucratic layersAbove-market compensation - structured to reflect the seniority and EST commitmentFully remote, flexible - you manage your day within the EST windowBenefitsCompetitive, above-market salaryFlexible working hoursFully remotePaid time offMedical and dental insuranceTuition reimbursementCompany equipmentDiverse and inclusive team cultureAbout UsFounded in 2001 and headquartered in Montreal, Solutions Metrix is a CRM consulting firm focused on North American financial services. We specialize in Creatio CRM, Boomi integrations, and digital transformation for banks and credit unions across Canada and the US.Solutions Metrix is an equal opportunity employer. Hiring decisions are based solely on qualifications, merit, and business needs.

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