Title: Microsoft Dynamics CRM Support Specialist
Duration: 12 Months
Location: Atlanta GA
Duties:
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 documentation, videos and guides for release; 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 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
Skills:
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
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