Help Desk/Customer Support Specialist

JOB DESCRIPTION Technical Assistant Job Title: Technical Assistant Location: Remote Type: C2H Work Schedule: 7 hours (Between 8:00 AM - 6:00 PM) The Technical Assistant staffs the Field Technology Resource Center, responds to emails and phone calls and provides technical assistance to the client's insurance field force utilizing the client's endorsed software, programs and procedures. Core Responsibilities Support field users on Microsoft Dynamics 365 functionality, new features, and best practices to maximize user adoption and system effectiveness via telephone and email channels. Escalate complex Microsoft Dynamics 365 issues to appropriate technical teams while coordinating communication and follow-up through resolution. Respond to field force inquiries and resolve problems in support of any current or future KofC software supported in the field. Documents software problems and solutions reported by users to assist in speedy problem resolution in the future; enters documentation into Service Now tracking system. Escalate issues and alerts Team Lead for resolution as needed.