Senior Product Support specialist

Key Responsibilities :

• Provide Level 2 support including diagnosis, investigation, resolution, and coordination with business and technical teams.
• Manage and close support tickets within defined Service Level Agreements (SLAs) while ensuring high customer satisfaction.
• Assist in rollouts of D365 CRM SaaS applications, working with BAs, PMs, and Deployment Coordinators.
• Handle user access management and perform data operations such as import, update, and migration.
• Troubleshoot application issues and coordinate with infrastructure, development, and business teams for resolution.
• Stay up to date with features, enhancements, and fixes for supported applications.
• Log and track bugs, providing detailed reproduction steps for L3 support.
• Analyze and evaluate change requests in collaboration with Business Analysts.
• Contribute to knowledge base documentation and FAQs for recurring issues.
• Train Super Users on application functionality and participate in webinars and Q&A sessions.
• Be available for planned weekend work during go-lives or major releases.
• Perform basic troubleshooting related to IIS, Windows Server logs , and Single Sign-On .
• Apply knowledge of Microsoft Azure and Microsoft 365 suite (Outlook, Teams, SharePoint, etc.) where applicable.

Skills Required

Customer Service, Application Support, Itil