Support Specialist (CRM)

Experience: 1+ Year

Location: Pan India (Remote)

WHAT YOU’LL DO

This would be a 18/5 role which involves working in shifts from 7:30 AM to 4:30 PM and 4:30 PM to 1:30 AM IST on a rotational basis

• Provide friendly and personable first and second-level support to CRM users and business teams across the globe by answering queries, providing resolution and also managing expectations
• Provide troubleshooting solutions for the CRM tool issues that affect usage. Reproduce issues in-house and respond to stakeholders in a timely manner
• Analyze complex functional and technical user issues, identify problems, and develop and implement logical conclusions and effective solutions
• Escalate incidents that cannot be resolved based on specified time frames to relevant team members
• Identify, analyze and document solutions to reoccurring field issues for internal communications and inclusion in support knowledge-base for Service Center triage and resolution

YOU’RE GOOD AT

To be successful in this role, the individual must have following personal attributes:

• Strong collaboration skills and a highly motivated team player. Ability to take initiative and find ways to get things done.
• Strong English oral and written communication skills and be able to articulate and engage in conversations about complex technical and process related topics. Also understanding and ability to escalate an issue when resolution cannot be reached
• Demonstrated ability to work independently, with clear guidelines and regular briefings and to make progress on multiple priorities simultaneously. High level of initiative, self-motivation, resourcefulness, collaboration and patience
• Strong organizational skills with the ability to work well under pressure and balance multiple tasks simultaneously. This is a job in a truly international environment, spread across three continents, which will require working in shifts to accommodate the different time zones of the different stakeholders

YOU BRING (EXPERIENCE & QUALIFICATIONS)

To be successful in this role, the individual must have following technical and functional skills:

• A Bachelor's university degree with demonstrated high academic achievement
• 1+ year in functional and technical support, query resolution, quality improvement ideally within a professional services environment.
• Experience with databases and tools specifically CRM. Excellent skills in Microsoft Office 2013. MS Dynamics CRM experience is an advantage.