Senior Technical Consultant, Client Care (D365 Customer Engagement)
Position Title: Senior Technical Consultant, Client Care (D365 Customer Engagement)
Location: United States/Canada
Team: Client Care
Reports to: Manager, Client Support Services
Position Overview
Provide senior-level technical support to ArganoArbela’s D365 Customer Engagement (CE) clients. The Senior Technical Consultant, Client Care is responsible for troubleshooting and resolving issues for all aspects of a customer’s CE implementation, including CE development, Power Platform (Power Automate, Portals, Power BI) and Integration.
Key Responsibilities
Key responsibilities are:
- Troubleshoot and resolve support cases at the senior consultant level
- Ensure progression and resolution of open support tickets, escalating within ArganoArbela or with client as required
- Understand requirements for enhancement requests, author related Functional Design Documents, collaborate with technical resources for development work, and coordinate with client through to deployment
- Possess adequate knowledge of technical issues to be able to triage appropriately and understand resource requirements
- Act as Project Manager for client care clients
- Send weekly/monthly Power BI (PBI) reports for hours consumed to the client
- Prepare monthly/quarterly client status reports for Director, Client Care
- Set up Work Breakdown Structures (WBS) for projects, review and approve timesheets
- Maintain and improve ArganoArbela customer care team’s knowledge base
- Assist with implementation project work as required
Required Qualifications, Experience & Skills
- Three (3) + years of experience in CE implementation and support
- Experience building, maintaining, and troubleshooting Power Automate flows
- Working knowledge of Power Platform, Azure, Office 365, Azure Data Factory and other related technologies.
- Solid grasp of migration, integration D365 line of business application capabilities and CE technical and functional capabilities
- Proven ability to work with, and contribute to, a virtual team of functional/technical consultants working from different locations (including offshore)
- Strong interpersonal and communication skills
- Highly motivated, self-starter with the ability to take ownership of tasks and activities and drive them to completion
- Effective multitasker who can work on a variety of issues at the same time
Additional Qualifications & Skills
- Demonstrated ability to work in a constantly changing environment with limited direction
- Bachelor’s Degree in Information Systems Management, Computer Science, or related field
- Ability to ‘get things done’ across the breadth of own organization
- Familiar with Agile and hybrid implementation methodologies
- Experience working with a multicultural and/or multilingual team across several time zones
- Strong functional knowledge of CE Sales, Service, Field Service (FS) and related applications, including current certifications
- High level technical knowledge of CE Sales, Service, FS and related applications
To apply, please email your cover letter and resume to careers@arbelatech.com.