Description:
We are seeking a skilled and proactive IT Support Engineer with experience in Salesforce (CRM) systems to provide technical support to end-users, troubleshoot software and hardware issues, and ensure the smooth functioning of CRM platforms. This role requires strong technical expertise, a solid understanding of CRM software, and excellent customer service skills.
Key Responsibilities:
- Technical Support & Troubleshooting:
- Provide first and second-level support for IT-related issues (hardware, software, network) and ensure timely resolution.
- Assist users in troubleshooting and resolving issues related to CRM software, ensuring minimal downtime.
- Collaborate with other IT teams to identify and resolve technical problems related to internal systems and CRM integrations.
- CRM System Maintenance:
- Manage, maintain, and update CRM systems to ensure optimal performance and support business needs.
- Perform CRM software updates, backups, and patches to keep systems running smoothly.
- Troubleshoot issues related to CRM integrations with other internal systems and third-party applications.
- User Training & Support:
- Offer end-user support and training for CRM system users, guiding them through best practices, workflows, and features.
- Create user manuals, training materials, and knowledge base articles to help staff effectively use CRM systems.
- System Monitoring & Reporting:
- Monitor the performance of CRM systems and escalate issues when needed to relevant teams or vendors.
- Generate regular reports on system usage, performance, and incident resolution to ensure compliance with SLAs.
- Collaboration & Project Support:
- Work with business stakeholders to understand CRM requirements and ensure IT systems align with organizational goals.
- Assist in the deployment and testing of new CRM features, upgrades, and enhancements.
- Collaborate with cross-functional teams (Sales, Marketing, Support) to optimize CRM workflows.
- Documentation & Incident Tracking:
- Maintain accurate records of IT support tickets and CRM-related incidents using a ticketing system.
- Document solutions to common CRM problems for future reference.
Preferred Qualifications:
- Certification in CRM systems (e.g., Salesforce Administrator, Microsoft Certified: Dynamics 365 Fundamentals).
- Experience with ITIL processes and best practices.
- Familiarity with automation tools and scripting for CRM tasks.