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
ForgeXRM is a premier Microsoft ISV and CRM Solutions Partner, dedicated exclusively to empowering businesses through the Microsoft Power Platform and Dynamics 365. It was founded in undefined, and is headquartered in Boston, MA, US, with a workforce of 2-10 employees. Its website is https://www.forgexrm.com.
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