CRM Systems Support Coordinator

Responsibilities

• Serve as the primary point of contact for technology support requests from advancement staff and UTFI employees.
• Monitor shared support inboxes, ticketing systems, and case queues.
• Troubleshoot basic system, access, reporting, and user issues.
• Communicate timely updates and follow through to resolution.
• Escalate complex issues to CRM Systems, Digital Strategy & Innovation, Business Intelligence, Constituent Management, or external vendors as appropriate.
• Assist users with password resets, permissions requests, and general system navigation.

• Deliver basic system training for new users.
• Assist with onboarding employees to Salesforce and other Advancement Technology platforms.
• Create and maintain job aids, quick reference guides, FAQs, and other training materials.
• Support user adoption initiatives by identifying common training opportunities.
• Assist with virtual and in-person training sessions.

• Identify recurring support issues and recommend process improvements.
• Document support trends and frequently asked questions.
• Contribute to knowledge base articles and standard operating procedures.
• Assist in maintaining consistent support processes across Advancement Technology.

• Associate's or bachelor’s degree in information systems, Business, Communications, Technology, or a related field, or an equivalent combination of education and experience.
• One to two years of professional experience in customer support, help desk, business systems, CRM support, technology support, or a related field.
• Strong customer service orientation.
• Excellent verbal and written communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to learn new software systems quickly.
• Ability to manage multiple requests simultaneously.
• Proficiency with Microsoft Office products.

• Experience supporting Salesforce, Microsoft Dynamics, Hub Spot, Blackbaud, or another CRM platform.
• Experience using ticketing systems such as Jira, Service Now, Salesforce Cases, or similar platforms.
• Experience creating end-user training materials and documentation.
• Experience working in higher education, nonprofit, fundraising, or other customer-facing environments.
• Basic understanding of databases, reporting tools, or business systems.
• Familiarity with event registration platforms, online forms, or digital engagement tools.
• Experience supporting a donor-based organization or working in a help desk environment is a plus.

• Generous paid leave, accruing up to 12 days of vacation and 12 days of sick leave annually, plus 14 paid holidays and administrative closing days.
• Flexible work arrangements, offering a hybrid schedule to most team members.
• Education benefits for employees and their dependents at UT System campuses.
• Retirement and deferred compensation plans, including 401(k), 403(b), etc.
• Comprehensive medical, dental, and vision insurance plans.
• Employee discounts to attractions, services, and goods.
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The University of Tennessee Foundation, Inc. is a not-for-profit 501(c)3 organization that serves as the preferred channel for private contributions benefiting students and faculty within the UT System. With a vision of being one of the top-performing advancement organizations in higher education, UTFI is committed to enhancing the educational landscape across the University of Tennessee campuses.

The University of Tennessee System is comprised of campuses at Knoxville, Chattanooga, Pulaski, Martin and the Health Science Center at Memphis; the Institute of Agriculture; and the Institute for Public Service.

The University of Tennessee Foundation, Inc. is an EEO/AA/Title VI/Title IX/Section 504/ADA/ADEA employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, physical or mental disability, genetic information, veteran status, and parental status, or any other characteristic protected by federal or state law.