CRM Support Specialist

Must have experience in /solid MS Dynamics + Salesforce, good support fundamentals, understand fast paced environment and has adaptability with modern tooling.

CRM Support Specialist-please be advised this role is a hybrid role in Atlanta, GA. Please do not apply if you cannot do a hybrid role in Atlanta.

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 necessary documentation, videos, and guides for releases;
  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, ticket insights, using insights to make recommendations for 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 onboarding process for new users including system setup and access, documentation, training, etc.
• Analyze support & usage metrics
  :
  Develop and provide metrics in a timely manner to track the overall support performance, identify trends / themes or areas for improvement in support, documentation or training.

• 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 the ability to identify, analyze and resolve issues in a timely and efficient manner
• 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 to be able to analyze data and identify trends to identify areas of opportunity for training or potential feature enhancements
• Should demonstrate a proactive & positive attitude: independently identifying and undertaking tasks with a problem-solving mindset
• Collaborative mindset and ability to work effectively in a team.
  
  BA