Role: D365 Customer Service Functional Consultant

Experience: 5–10+ years

Location: Offshore – Pune (mandatory)

Role Summary

Looking for a functional consultant with strong expertise in Dynamics 365 Customer Service module to manage L1/L2/L3 support, resolve incidents, and drive continuous improvements in customer service operations.

Key Responsibilities

• Provide L1/L2/L3 production support (incident, service request, problem management)
• Perform RCA, troubleshooting, and ensure SLA adherence
• Configure and support:
• Case Management & lifecycle
• Queues, routing & assignment rules
• SLAs, KPIs & entitlements
• Knowledge Base management
• Workflows, business rules & process flows
• Support Omnichannel (chat/email/voice) if applicable
• Perform minor enhancements (forms, views, dashboards)
• Drive continuous improvement and service optimization