Provide first-level technical support for Microsoft Dynamics 365 Sales platform and related Power Platform tools
Assist users with day-to-day CRM functionality, troubleshoot issues, maintain data integrity, and support onboarding/offboarding processes for CRM users
Serve as the first point of contact for end users, working closely with CRM Support Specialists and system administrators
Provide initial troubleshooting for CRM and Power Platform issues, including login errors, UI problems, workflow disruptions, and minor configuration issues
Assist with basic system updates and maintenance tasks
Assist in the creation, maintenance, and troubleshooting of Power Automate flows
Perform data imports/exports, validate data, identify duplicates, and assist with minor data cleanup to maintain CRM data integrity
Create and maintain user-facing documentation such as FAQs, troubleshooting guides, and knowledge base articles
Assist with user management by creating, updating, and deactivating accounts
Generate simple reports and dashboards for end users and assist with custom reports by collecting data and providing support on CRM-related data analytics
Partner with CRM Support Specialists to support continuous improvement of sales processes and user experience.

Bachelor’s degree in Information Technology, Computer Science, Business, or related field, or equivalent work experience
1-2 years of experience in providing support for Dynamics CRM systems
Basic understanding of the Power Platform, including Power Automate (Flows) and its integration with Dynamics 365 Sales
Working knowledge of Dynamics 365 Sales features such as lead management, opportunity tracking, sales pipeline, and reporting
Familiarity with CRM workflows, security roles, and business process flows
Proficiency with Microsoft Office Suite (Excel, Word, Outlook) and basic reporting tools
Ability to quickly learn new Microsoft technologies and adapt to evolving processes
Strong written and verbal communication skills for user support and documentation
Strong organizational and time management skills to effectively handle multiple support requests
Certification Requirements: PL-900 – Microsoft Power Platform Fundamentals (demonstrating foundational knowledge of Power Automate, Power Apps, and related tools)
MB-910 – Microsoft Dynamics 365 Fundamentals (CRM) (demonstrating foundational knowledge of Dynamics 365 Sales and other customer engagement apps).

CRM Support Technician

Key skills