CRM Technical Support Specialist

Job Summary:

We are seeking a Technical Support Specialist for our CRM systems to provide expert-level support for internal teams and users. The ideal candidate will have a strong technical background with a deep understanding of CRM platforms (such as Centra CRM, Salesforce, HubSpot, or Zoho) and be capable of troubleshooting, resolving technical issues, and helping users maximize the potential of CRM tools. This role requires excellent communication skills, technical problem-solving abilities, and a customer-oriented approach.

Key Responsibilities:

1. CRM System Support:
• Provide technical support for the organizations CRM platform, troubleshooting user issues related to CRM functions, including data entry, automation, integrations, and reporting.
• Address and resolve technical queries related to CRM software performance, user configurations, and system malfunctions.
• Troubleshoot and resolve technical issues that affect CRM data accuracy, functionality, and user experience.
• Monitor CRM system health and performance, identifying and escalating issues to IT or vendors when necessary.
2. User Assistance & Training:
• Assist CRM users with system setup, data management, workflow automation, and customizations.
• Conduct training sessions and provide user manuals to educate employees on CRM best practices and effective usage.
• Create and maintain documentation for common troubleshooting steps, FAQs, and user guides.
3. CRM System Configuration & Maintenance:
• Support CRM system configuration, including setting up user accounts, permissions, fields, workflows, and reports.
• Assist in system upgrades, patches, and deployments, ensuring smooth transitions and minimal disruptions.
• Test and validate new CRM features, integrations, and functionalities before they are rolled out to users.
4. Data Management & Integrity:
• Ensure data integrity in the CRM by performing regular data audits, checking for inconsistencies, and offering solutions for data cleansing.
• Help resolve data-related issues and ensure proper integration between CRM and other business systems (e.g., ERP, marketing platforms).
• Assist users in importing, exporting, and backing up CRM data.
5. Issue Tracking & Escalation:
• Track user-reported issues and provide timely updates on their status, ensuring all incidents are logged and addressed appropriately.
• Collaborate with CRM vendors or development teams to resolve more complex issues or to request system customizations.
• Provide solutions to prevent recurring issues, identifying areas for continuous improvement.
6. System Customization & Integrations:
• Assist in CRM integrations with other enterprise tools and systems (e.g., marketing platforms, customer service tools, finance systems).
• Work with technical teams to customize CRM workflows, fields, reports, and dashboards to meet business needs.
• Help in implementing new CRM features and functionalities to enhance system usage and productivity.
7. Continuous Improvement & Updates:
• Stay up to date with new features and updates within the CRM platform to advise on improvements and optimizations.
• Participate in system testing and quality assurance for new releases, ensuring compatibility and functionality.
8. Collaboration & Reporting:
• Work closely with other departments (sales, marketing, customer service) to understand CRM-related needs and resolve technical issues.
• Report on common technical challenges or system bottlenecks to management, providing solutions or suggestions for improvement.

Requirements:

• Education: Bachelors degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Experience: 2+ years of experience in technical support, CRM administration, or related IT support roles.
• CRM Expertise: Experience with at least one major CRM platform (CentraCRM, Salesforce, HubSpot, Zoho, Microsoft Dynamics, etc.).
• Technical Skills:
• Proficient in troubleshooting, data management, and CRM integrations.
• Familiarity with CRM configuration, including custom fields, workflows, reports, and dashboards.
• Experience with APIs, automation tools, and integrations between CRM and third-party systems is a plus.
• Basic knowledge of SQL or similar database querying languages is advantageous.
• Problem-Solving: Strong analytical and troubleshooting skills with an ability to resolve technical issues in a timely and efficient manner.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Attention to Detail: Strong focus on data integrity and system functionality.
• Customer-Oriented: A user-focused mindset, ensuring a high level of customer service and satisfaction.

Preferred Qualifications:

• CRM platform certifications (e.g., Salesforce Administrator, HubSpot CRM Certification, etc.) are a plus.
• Knowledge of CRM automation, scripting, or custom app development is a plus.
• Experience in integrating CRM systems with other business applications (e.g., ERP, email marketing tools).