Job Title – CRM Support Specialist
Location – Atlanta, GA 30306
Duration – 12+ Months – Possible extension
Note - Looking for candidates that has hands on experience/solid Dynamics + Salesforce, good support fundamentals, understand fast paced environment and has adaptability with modern tooling.
Duties
- The main responsibilities of a CRM Support Specialist encompass a blend of technical, analytical and interpersonal skills:
- User Training and Support: Provide training and ongoing support to team members using the CRM system, ensuring they understand how to effectively leverage its tools and capabilities
- Release Support: Create, update and maintain documentation, videos and guides for release; provide ongoing functional trainings (e.g., features releases and office hours)
- User Feedback Management & Insights: Collect and analyze customer feedback from user chats, super user community, usage analytics and ticket insights; use insights to recommend service improvements and product enhancements
- Inquiry Management: Triage support tickets to ensure timely and effective resolution; collaborate with other teams to address and resolve complex issues
- New User Onboarding: Support the new user onboarding process, including system setup and access, documentation, training, etc.
- Analyze support & usage metrics: Timely develop and provide usage metrics to track overall support performance and identify trends, themes or areas for improvement in support, documentation or training
Skills
- 2+ years’ experience with Microsoft Dynamics CRM is essential; experience with Service Now is a plus
- Strong communication skills and ability to communicate technical information clearly and concisely to non-technical audiences
- Proven customer service skills and ability to communicate effectively with users, listen to their needs and provide empathetic and helpful problem solving and support
- Problem solving skills and ability to identify, analyze and resolve issues timely and efficiently
- Strong written and verbal communication and excellent presentation skills
- Excellent organization skills and time management
- Experience in organizational change management
- Experience working on enterprise wide or global programs of work
- Strong analytical skills; ability to data and identify trends to identify areas of opportunity for training or potential feature enhancements
- Demonstrated proactive, positive attitude
- Ability to independently identify and undertake tasks with a problem-solving mindset
- Collaborative mindset; able to work effectively in a team.