Crm Support Engineer

Title: Junior Specialist, Business Support (CRM Support Engineer)

Type: Permanent Employment

Location: Chennai, Onsite 5 days a week

About Ovyo:

Ovyo is an independent recruitment services company specializing in the satellite, telecommunications, media, and broadcasting sectors. One of our long-standing clients is a leading Tier 1 satellite communications company. Due to their continued success, they are significantly expanding their teams in Chennai, with plans to hire over 400 new employees. Ovyo is proud to be partnering with them to manage this recruitment drive and hire candidates directly to the client.

About the role:

The role will play a crucial function within the Commercial Enablement team for providing user support to the various business functions across the company who interact with its Customer Relationship Management (CRM) system. With a focus on day-to-day user access management and Lead-to-Order process and CRM workflow, support to ensure maintaining the efficiency and effectiveness of the commercial operations.

Responsibilities:

1. User Access Management:

• Oversee user account creation, modification, and deactivation for the CRM system, ensuring appropriate access levels are granted according to business needs and security protocols
• Manage roles, permissions, and security settings to align with organizational policies and compliance requirements
• Coordinate with P&C, IT, and department managers to ensure timely onboarding and offboarding of CRM users
• Provide support in the creation and maintenance of user groups, workflows, and permissions.

2. Lead-to-Order process and CRM workflow support

• Act as the day-to-day first point of contact for users experiencing issues with CRM workflows
• Collaborate with team members, IT and other teams to address promptly issues related to system, process or data
• Provide ongoing support to end-users, answering questions and offering guidance on best practices for the CRM usage

3. Data Quality

• Help ensure data privacy and security policies are enforced within the CRM system
• Help support in monitoring data integrity and ensure that CRM data is accurate, up-to-date, and compliant with business standards

• Collaboration & Continuous Improvement

• Collect user feedback and work closely with the colleagues to identify improvements and drive efficiencies with the Lead to Order process and CRM system
• Continuously review day to day tasks to identify opportunities for automation, creation of dashboard monitoring and proactive identification of user issues

4. Competencies

• Strong sense of analytical and constructive thinking with knowledge of techniques and tools that promote effective analysis and problem solving
• Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving, operational or process problems; ability to apply this knowledge appropriately to diverse situations
• Strong communication skills with the ability to explain technical concepts to non-technical users
• Highly organized and capable of managing multiple priorities in a fast-paced environment
• Detail-oriented and committed to maintaining data integrity and security
• Ability to work independently as well as part of a cross-functional team
• Proactive, with a continuous improvement mindset and a passion for optimizing business systems

Required Experience:

• Bachelors degree or equivalent professional experience
• Minimum of 2 years of experience in a business user support function, with user management responsibilities
• Good Dynamics 365 application or other CRM system knowledge and experience are considered advantageous
• Strong knowledge of CRM functionalities, user access control, and effective data management
• Experience with CRM integration and working with technical teams to address system issues is beneficial
• Good verbal and written communications skills in English