Sales Executive

CRM Application Support Engineer

1. Position Summary

We are looking for a skilled CRM Application Support Engineer to provide L1/L2 application support and assist with enhancements across our enterprise CRM ecosystem comprising Microsoft Dynamics 365, Azure cloud services, Sitefinity CMS, and IVR/Chat platforms. The role involves handling day-to-day user tickets, monitoring system health, executing routine maintenance tasks, and supporting the Senior Specialist in delivering change requests and platform improvements.

This role supports Australia-based operations during extended business hours (0800–2000 AEST, Monday through Friday) on a rotational basis with the Senior Specialist, with weekend on-call availability for critical incidents.

2. Key Responsibilities

A. Microsoft Dynamics 365 (D365) Support

• Handle L1/L2 user issues and tickets on D365, performing initial diagnosis, troubleshooting, and resolution within SLA timelines.
• Assist in implementing enhancement requests and change requests under the guidance of the Senior Specialist.
• Monitor Power BI report health and escalate data discrepancies or report failures for resolution.
• Troubleshoot basic Unified Service Desk (USD) user issues and configuration queries.
• Log and track support tickets with Microsoft for product-level issues, following up to ensure timely resolution.
• Execute sample data migration tasks for UAT testing under defined procedures and quality checklists.
• Support quarterly Data Quality Analysis by running data extraction scripts, compiling reports, and flagging anomalies.
• Monitor scheduled jobs (workflows, batch processes) and take corrective action or escalate failures as per runbook procedures.
• Assist in POC development and survey configuration activities within D365.

B. Azure Portal Support

• Monitor Azure Web Jobs for execution status and troubleshoot failures using logs and diagnostics.
• Support API and Logic Apps operations by monitoring execution history, identifying errors, and implementing fixes for known issues.
• Execute routine SQL Database maintenance tasks including backup verification, index rebuilds, and basic query troubleshooting.
• Monitor Azure App Service health metrics, restart services when needed, and escalate persistent issues.
• Assist in preparing resource consumption reports and validating Azure billing data.
• Log support requests with Microsoft Azure support and provide required diagnostic information.

C. Sitefinity CMS & Portal Support

• Provide first-line support for Sitefinity portal issues including chat functionality, content display, and user access problems.
• Assist with CRM portal connector licensing renewals and re-synchronization processes.
• Implement minor Sitefinity admin configuration changes as directed (user roles, content updates, widget configurations).
• Coordinate with Sitefinity vendor support for bug reports and product issue escalation.
• Perform routine Sitefinity database checks and maintenance tasks.

D. IVR & Chat Support

• Provide first-line troubleshooting for IVR issues impacting CRM integrations and customer-facing call flows.
• Assist in implementing CRs and enhancements to IVR/Chat configurations as they relate to CRM workflows.
• Coordinate with the Live-Assist support team on issue escalation, providing detailed diagnostic information.

E. Change Request Support

• Support the delivery of Change Requests (CRs) by executing assigned development, testing, and deployment tasks.
• Maintain accurate time logs and effort tracking for CR work within the engagement model.
• Assist in preparing CR documentation including technical design notes, test cases, and deployment checklists.

F. Operational Duties

• Provide rotational shift coverage within the 0800–2000 AEST operational window.
• Maintain and update technical documentation including runbooks, known-issue databases, and resolution logs.
• Participate in knowledge transfer sessions and cross-training activities to ensure team redundancy.
• Contribute to weekly/monthly operational reporting on ticket volumes, resolution metrics, and system health.

3. Required Qualifications & Skills

Education

• Bachelor’s degree in Computer Science, Information Technology, or equivalent.

Technical Skills

• 2–5 years of experience in Microsoft Dynamics 365 CRM support including entity customization, workflows, business rules, and basic plugin troubleshooting.
• Familiarity with Azure Portal services including Web Jobs, Logic Apps, App Services, and Azure SQL Database.
• Basic to intermediate Power BI skills for report monitoring and troubleshooting.
• Working knowledge of SQL for writing queries, analyzing data, and basic performance troubleshooting.
• Exposure to Sitefinity CMS or similar content management systems.
• Basic understanding of IVR and chat platforms and their integration with CRM systems.
• Experience with ITSM tools (ServiceNow, Jira, or similar) for ticket logging and tracking.
• Understanding of ITIL concepts for incident and problem management.

Soft Skills

• Strong attention to detail and systematic approach to issue diagnosis and resolution.
• Good written and verbal communication skills for ticket documentation and client interactions.
• Ability to work in a shift-based model and manage priorities across multiple technology domains.
• Team player with a willingness to learn, take ownership, and support senior team members.
• Proactive in identifying recurring issues and suggesting preventive measures.

4. Preferred Qualifications

• Microsoft Certified: Power Platform Fundamentals (PL-900) or Dynamics 365 Fundamentals (MB-910).
• Microsoft Certified: Azure Fundamentals (AZ-900).
• ITIL v4 Foundation certification.
• Prior experience in application support for clients in the APAC or Australian time zone.
• Familiarity with DevOps tools and CI/CD pipelines for CRM deployments.

5. Key Performance Indicators (KPIs)

• First-call resolution rate and adherence to L1/L2 ticket SLAs.
• Accuracy and timeliness of ticket documentation and escalation.
• Reliability of monitoring activities (scheduled jobs, Azure services, portal health).
• Quality of support provided for CR delivery tasks.
• Client feedback and responsiveness scores.
• Effective utilization within the monthly engagement framework.

1. Vendor Outreach: Initiate outbound calls to vendors, introducing the e-commerce platform, and establishing or maintaining relationships.
2. Order Confirmation: Communicate with vendors to confirm orders, ensuring accurate product details, quantities, and delivery timelines.
3. Issue Resolution: Address and resolve any issues related to orders, payments, or product discrepancies by liaising between vendors and internal teams.
4. Feedback Collection: Gather feedback from vendors regarding their experiences with the e-commerce platform, identifying areas for improvement.
5. Contractual Agreements: Communicate and ensure vendors adhere to contractual agreements, including pricing, terms, and conditions.
6. Inventory Management: Coordinate with vendors to manage and update inventory information, ensuring product availability and accuracy on the platform.
7. New Vendor Onboarding: Assist in the onboarding process for new vendors, providing necessary information and documentation requirements.
8. Payment Follow-Up: Follow up on payment-related issues, ensuring timely and accurate processing of vendor payments.
9. Performance Tracking: Monitor vendor performance metrics, identifying trends and areas for improvement, and providing feedback to vendors.
10. Market Intelligence: Gather information on industry trends, competitor activities, and market conditions to provide insights for vendor management strategy.

Requirements:

1. Communication Skills: Excellent verbal communication skills, with the ability to convey information clearly and professionally.
2. Relationship Building: Strong interpersonal skills to build and maintain positive relationships with vendors.
3. Problem-Solving: Ability to identify and solve problems efficiently, especially in the context of order discrepancies or vendor-related issues.
4. Detail-Oriented: Attention to detail is crucial, particularly when confirming orders, managing inventory, and reviewing contractual agreements.
5. Negotiation Skills: Basic negotiation skills to ensure mutually beneficial terms with vendors.
6. Time Management: Efficiently manage time to handle multiple vendor interactions and tasks simultaneously.
7. Tech-Savvy: Comfortable using e-commerce platforms, CRM systems, and other tools relevant to vendor management.

Online group buying platform that helps people connect with likeminded people who want to buy the same item/product at a discounted price.

• Overlook development of all consumer products in JAVA and
• Optimize components for maximum performance across a vast array of web-capable devices and
• Focus on code maintainability and performance of
• Provide technical advice and assists in solving programming
• Continuously create new and interactive features that would help to improve user experience and user engagement.
• Assist with troubleshooting of issues as
• Lead the design and architecture of software
• Assist in developing and maintaining continuous integration.

• Skills required: JAVA, Python (Flask and Django), Spring/Spring Boot, React, Hibernate,
• 2+ years of experience in Java and Python
• Linux, REST, Kafka, Mysql,, AWS, ELK Stack (Elasticsearch), CI/CD
• Good experience in Java and/or Python based
• Experience in designing databases and system
• Experience in building products from scratch at well-funded start-ups

Technical Architect, Nodejs, , Restful APIs, Python,  NodeJS,  HTML5, CSS3, jQuery, Bootstrap, JavaScript, AJAX, Postman, REST API, Express

• Minimum 1 years of relevant experience, in PySpark (mandatory)
• Hands on experience in development, test, deploy, maintain and improving data integration pipeline in AWS cloud environment is added plus 
• Ability to play lead role and independently manage 3-5 member of Pyspark development team 
• EMR ,Python and PYspark mandate.
• Knowledge and awareness working with AWS Cloud technologies like Apache Spark, , Glue, Kafka, Kinesis, and Lambda in S3, Redshift, RDS