[Remote] Technical Support & Customer Enablement - Microsoft Dynamics 365 & Power Platform
Note: The job is a remote job and is open to candidates in USA. ForgeXRM builds industry-specific solutions and add-ons on Microsoft Dynamics 365 and the Power Platform. They are seeking a Technical Support & Customer Enablement Specialist to act as a key point of contact for customers, providing support and training while leveraging AI tools to enhance customer experience.
Responsibilities
- Act as the first point of contact for customer support requests via inbound email and ticketing tools
- Troubleshoot and resolve issues related to Dynamics 365, Power Apps, and Power Platform solutions
- Document support workflows, common issues, and resolutions to improve internal efficiency
- Create and deliver end-user training (live sessions, walkthroughs, recordings)
- Proactively help customers get more value from ForgeXRM solutions
- Follow up with inbound prospects and respond to requests for product information
- Deliver introductory, high-level product demonstrations focused on core capabilities and use cases
- Use defined demo scripts; escalate advanced or customized demos to senior resources
- Capture common prospect questions and feedback to improve product positioning and documentation
- Embrace a variety of AI-powered tools, for example, Microsoft Copilot, ChatGPT, Claude to automate internal ForgeXRM operations for an exceptional customer experience
- Leverage AI-powered tools to identify, plan and create new solutions that complement new and existing ForgeXRM offerings
- Apply AI to documentation, training creation, and customer/prospect interactions that elevate the adoption and customer experience around ForgeXRM offerings
Skills
- Customer-focused with strong written and verbal communication skills
- Comfortable engaging with both customers and prospects
- Technically curious and eager to become a subject matter expert with Microsoft Dynamics 365 and Power Platform
- Professional, organized, and proactive problem solver
- Enthusiastic about using AI and modern tools to improve productivity
- Able to explain technical concepts in a clear, user-friendly way
- Openness to feedback and commitment to continuous improvement
- Attention to detail and eagerness to learn and experiment with new technologies
- Experience supporting or demonstrating Dynamics 365, Power Apps, or Power Platform solutions
- Background in technical support, customer engagement, technical development support
- Experience creating product documentation and training materials
- Experience serving in varied roles across technical, development, and customer support with the ability to contribute value across roles and where needed
Company Overview