CRM Support Specialist

21 hours ago

Mumbai, Maharashtra, India Russell Tobin Full time ₹ 4,00,000 - ₹ 8,00,000 per year

We are seeking a highly motivated and experienced CRM Support Specialist to join our team. This role will be focused on understanding challenges our Microsoft Dynamics users might be facing, providing assistance and guidance to users of the Microsoft Dynamics CRM Platform, resolving issues, enhancing the knowledge hub and support documentation, identifying opportunities for training or change management based on support volumes and themes, providing training and onboarding support to new users or around new enhancements or releases. The successful candidate will play a critical role in ensuring they are supporting the 5,000 users of our Microsoft Dynamics platform and identifying ways to drive adoption and resolve issues quickly and innovatively.

Key responsibilities

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 necessary documentation, videos, and guides for releases; 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, ticket insights, using insights to make recommendations for 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 onboarding process for new users including system setup and access, documentation, training, etc.
  • Analyze support & usage metrics: Develop and provide metrics in a timely manner to track the overall support performance, 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 the ability to identify, analyze and resolve issues in a timely and efficient manner
  • 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 to be able to analyze data and identify trends to identify areas of opportunity for training or potential feature enhancements
  • Should demonstrate a proactive & positive attitude: independently identifying and undertaking tasks with a problem-solving mindset
  • Collaborative mindset and ability to work effectively in a team

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