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Client Support Representative
Job Description & How to Apply Below
About the Role
The Client Support Representative will be a dedicated resource for one of our customers and will serve as a first point of contact, providing accurate, and customer-focused assistance. This role involves handling initial inquiries, understanding client needs within a complex technical environment, and providing guidance to the customer and its partners through various steps of the onboarding & support processes.
The ideal candidate should demonstrate eagerness to learn the product in depth, comfortable communicating technical concepts clearly, and committed to delivering a consistent, high-quality support experience.
Key Responsibilities- Knowledge and support of Microsoft Dynamics 365 (D365) modules and services
- Respond to client queries and problems, provide technical support and guide them to issue resolution.
- Take ownership and prioritize tickets and elevate issues as needed to ensure timely ticket resolution.
- Investigate, test, and find solutions and workarounds that solve client problems.
- Log all Support requests in the Case Management System with all information, keep track of ticket history, and accurately document the time spent.
- Use of Postman, Swagger and JSON Payloads, to investigate API integration issues.
- Maintain data accuracy, security, and system reliability
- Bachelor’s degree in a related field (including but not limited to Information Technology, Computer Science, Software Engineering, Business Administration)
- 1–3 years of experience in technical support, helpdesk, or customer-facing IT roles (preferably in a software company).
- Solid troubleshooting abilities and a structured approach to investigating issues with good debugging and analytical skills
- Self-initiating and ability to work independently.
- Ability to accurately document support activities, steps taken, and solutions provided.
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
- A customer-centric mindset and commitment to providing a positive support experience.
- Ability to manage multiple tasks and prioritize in a fast-paced environment.
- Knowledge of Microsoft Dynamics 365 (D365).
- Knowledge of the Postman, and Swagger tools.
- Knowledge of authentication (OAuth, API keys, JWT), and HTTP (GET, POST, PUT, DELETE) methods.
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