CRM Support Technician

Description

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.

• 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.
• 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.
• Assist with basic system updates and maintenance tasks, ensuring the environment is current with patches, configuration changes, and user requests.
• 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.
• Perform data imports/exports, validate data, identify duplicates, and assist with minor data cleanup to maintain CRM data integrity.
• Create and maintain user‑facing documentation such as FAQs, troubleshooting guides, and knowledge base articles.
• Assist with user management by creating, updating, and deactivating accounts while following security and permission protocols.
• Generate simple reports and dashboards for end users and assist with custom reports by collecting data and providing support on CRM‑related data analytics.
• 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 tracking, sales pipeline, and reporting.
• Familiarity with CRM workflows, security roles, and business process flows.
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook) and basic reporting tools.
• Ability to quickly learn new Microsoft technologies and adapt to evolving processes.
• Strong written and verbal communication skills for user support and documentation.
• Strong organizational and time management skills to effectively handle multiple support requests.
• Certification Requirements:
  • PL‑900 – Microsoft Power Platform Fundamentals (demonstrating foundational knowledge of Power Automate, Power Apps, and related tools).
  • MB‑910 – Microsoft Dynamics 365 Fundamentals (CRM) (demonstrating foundational knowledge of Dynamics 365 Sales and other customer engagement apps).

• CRM System Knowledge:
  Foundational understanding of Dynamics 365 Sales modules, forms, views, and business rules.
• Power Platform Awareness:
  Basic understanding of Power Automate flows, including how to build, modify, and maintain automations to support business processes within Dynamics 365 Sales.
• Troubleshooting
  
  Skills:
  
  Ability to…