SUPPORT ENGINEER- D365 Functional-Customer Engagement (CE)

About Sonata SoftwareIn today's market, we observe a distinct duality in technology adoption. On one front, clients are keenly focused on cost containment, while on the other, there is a strong drive to modernize their digital storefronts, aiming to appeal to both consumers and B2B customers alike.As a leading Modernization Engineering company, we aim to deliver modernization-driven hypergrowth for our clients based on the deep differentiation we have created in Modernization Engineering, powered by our Lightening suite and 16-step Platformation™ playbook. In addition, we bring agility and systems thinking to accelerate time to market for our clients.Headquartered in Bengaluru, India, Sonata Software has a strong global presence, with strategic operations spanning across key regions such as the US, UK, Europe, APAC, and ANZ. We are a trusted partner of world-leading companies in TMT (Telecom, Media, and Technology), Retail & CPG, Manufacturing, BFSI (Banking, Financial Services and Insurance), and HLS (Healthcare and Lifesciences). Our bouquet of Modernization Engineering services cuts across Cloud, Data, Dynamics, Contact Centers, and around newer technologies like Generative AI, MS Fabric, and other modernization platforms.To know more, visit: www.sonata-software.comWork Location :- Bangalore /HyderabadDYNAMICS 365 - SUPPORT ENGINEER - D365 Functional-Customer Engagement (CE)OverviewThis position will require you to deliver product support On-Call schedule.Responsibilities• Be part of a team and develop your skills as you solve complex technical issues inMicrosoft Dynamics 365 product group• Deliver digital support experiences that create efficiency and value for our customers,our people and Microsoft. • Demonstrate customer obsession and commitment to customer success in allinteractions. Deeply understand our customers and deliver customer desired outcomes. • Be a MSFT ambassador and lead by example. Create clarity by understanding andreinforcing business goals. Generate energy by building enthusiasm, pride, resiliency andenabling a productive and inclusive work environment.• Deliver success by being curious and seeking solutions to tough problems. • Manage relationships with your customers and provide technical documentation for thetroubleshooting steps. • Report software issues and be an advocate for product improvement using customersuggestions. • Develop specialized expertise by supporting Microsoft Dynamics 365 for Operations. • Document your knowledge and share it with others. • Use tools for debugging and root cause analysis. • Provide in-depth technical support for customer service delivery via telephone, writtencorrespondence, or electronic service regarding technically complex, escalatedproblems. • Engage and collaborate with other Microsoft groups, including escalation teams and thedevelopment team, in gaining resolution to critical, complex issues. • Represent Microsoft professionally in customer and partner onsite visits, where travelmay be required. • Create advanced online technical content including Knowledge Base articles, trainingdocuments, blogs, etc. • Participate in planned team-wide shift rotations to cover business needs, including 24x7"On-Call" responsibilities and extended (evening shift). • Present technical content to various audiences including customers, partners, andinternal stakeholdersRequired QualificationsAtleast 4+ and up to 8 years of experience in Dynamics 365 Customer Engagement :· Should have knowledge CRM Functional Modules and Product knowledge involving Sales, Service Marketing, Field service and Power Pages· Skilled in Security roles, Field service module, Project operations experience, OmnichannelPlugins, Basic on Java script· Trouble shooting, Customer Support and customer facing rolePreferred Qualifications• 2+ years in a customer facing service role in any capacity• Strong customer service, accurate and logical problem solving• Experience in creating technical documentation and sharing knowledge with others throughtraining delivery and mentoring· Strong Communication skills with Customer Support Background· Should be willing to work in Night shift/Americas· Communication skills in international environment• Excellent Communication Skills - verbal, listening, and written (including technical writing).• Interpersonal and relationship skills proven through work experience• Passion for lifelong learning and personal and professional development• Exposure and experience working with customers on the Cloud, e.g. Microsoft Cloudproducts or other Cloud Management System• Current Microsoft IT Certification preferred (Ex. MCSE, MCSA, MCSD, MCTS) will be an added advantage PRB