CRM Support Technician

About Our Company

At HUB International, we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals, families, and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn, grow, and make a difference. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence.

HUB is one of the largest global insurance and employee benefits broker, providing a boundaryless array of business insurance, employee benefits, risk services, personal insurance, retirement, and private wealth management products and services. With over $5 billion in revenue and almost 20,000 employees in 600 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions.

The CRM Support Technician will provide first-level technical support for our Microsoft Dynamics 365 Sales platform and related Power Platform tools. In this entry-level role, you will assist users with day-to-day CRM functionality, troubleshoot issues, maintain data integrity, and support onboarding/offboarding processes for CRM users. Your role is key in ensuring the day-to-day functionality of the D365 Sales CRM system while supporting sales teams and other business users with system-related problems, user account management, and basic reporting needs.

You will serve as the first point of contact for end users, working closely with CRM Support Specialists and system administrators to ensure the efficient operation of our Dynamics 365 Sales and Power Platform environment. This role requires foundational knowledge of Dynamics 365 Sales, Power Platform components (particularly Power Automate), and an eagerness to grow in the Microsoft ecosystem.

NOTE:

This position is hybrid and can be based out of any HUB office location throughout the United States.

• User Support:
  Serve as the first point of contact for users experiencing issues with Dynamics 365 Sales. Respond to inquiries and resolve common problems related to system functionality, workflows, and user access.
• Troubleshooting:
  Provide initial troubleshooting for CRM and Power Platform issues, including login errors, UI problems, workflow disruptions, and minor configuration issues. Escalate complex cases to CRM Support Specialists as needed.
• System Updates & Maintenance:
  Assist with basic system updates and maintenance tasks, ensuring the environment is current with patches, configuration changes, and user requests.
• Power Platform Assistance:
  Assist in the creation, maintenance, and troubleshooting of Power Automate flows connected to Dynamics 365 Sales. This includes building new flows to automate routine business processes, updating existing flows as requirements evolve, and ensuring successful flow execution by identifying and resolving errors or failed runs.
• Data Management:
  Perform data imports/exports, validate data, identify duplicates, and assist with minor data cleanup to maintain CRM data integrity.
• Documentation & Knowledge Base:
  Create and maintain user-facing documentation such as FAQs, troubleshooting guides, and knowledge base articles.
• System Access:
  Assist with user management by creating, updating, and deactivating accounts while following security and permission protocols.
• Reporting:
  Generate simple reports and dashboards for end users and assist with custom reports by collecting data and providing support on CRM‑related data analytics.
• Collaboration:
  
  Partner with CRM Support Specialists to support continuous improvement of sales processes and user experience.

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field, or equivalent work experience.
• 1-2 years of experience in providing support for Dynamics CRM systems.
• Basic understanding of the Power Platform, including Power Automate (Flows) and its integration with Dynamics 365 Sales.
• Working knowledge of Dynamics 365 Sales features such as lead management, opportunity…