MS Dynamics CRM Support Specialist
Software Guidance & Assistance, Inc. (SGA, Inc.), Atlanta, GA, United States
Software Guidance & Assistance, Inc. (SGA) is searching for a
CRM Support Specialist - MS Dynamics
for a
contract
assignment with one of our premier investment management clients in Atlanta, GA. This is a hybrid role with 4 days per week in office.
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 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
Required 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.
Bachelor's Degree
SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company EEO page to request an accommodation or assistance regarding our policy.
#J-18808-Ljbffr
CRM Support Specialist - MS Dynamics
for a
contract
assignment with one of our premier investment management clients in Atlanta, GA. This is a hybrid role with 4 days per week in office.
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 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
Required 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.
Bachelor's Degree
SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company EEO page to request an accommodation or assistance regarding our policy.
#J-18808-Ljbffr