Microsoft Dynamics CRM Support Specialist

Title: Microsoft Dynamics CRM Support Specialist
Duration: 12 Months
Location: Atlanta GA

• 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 (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

• 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