CRM Support Assistant

1 month ago


Salford, United Kingdom Unitemps Full time

Unitemps are recruiting for a full time temporary CRM Support Assistant to work hybrid with the University of Salford Student Experience & Support department

**Job overview**

Working closely with the CRM Manager and other members of the team, the CRM Support Assistant will be the first line of customer support for queries from CRM users.

Located in the CRM team the CRM Support Assistant will be responsible for triaging incoming support requests which may relate to recently deployed CRM functionality, CRM business processes or system troubleshooting. The CRM Support Assistant will be able to demonstrate excellent problem-solving and analytical skills along with the ability to approach and resolve problems in a prompt, practical and efficient manner. With excellent team working skills, a deep commitment to service excellence and the capacity to work flexibly and effectively with key stakeholders they will be able to use their experience to contribute to the effective resolution and escalation of support requests.

The role would suit a technically minded individual who wishes to take the first step to becoming a MS Dynamics CRM professional / functional consultant.

**Duties and Responsibilities**

Proactively manage the incident resolution process, working with key stakeholders to improve service delivery, including initial triage of support requests and first attempt at support request resolution.

Following defined CRM case management processes.

Assisting with administrative tasks related to the continued development of MS Dynamics CRM (e.g. Capturing notes at CRM workshops).

Escalating support requests to second line support (CRM Configurators / CRM Manager) where appropriate.

Assisting with the ongoing development of a CRM knowledge base.

Continuous self-evaluation of personal performance

Support and deputise for team colleagues as required

Perform any other duties appropriate to the grade as may be required by the CRM Manager

Engage with the University’s commitment to put our students first and deliver services which are customer orientated, represent value for money and contribute to the financial and environmental sustainability of the University when undertaking all duties and aspects of the role

Promote equality and diversity for students and staff and sustain an inclusive and supportive study and work environment in accordance with University policy #

This role detail is a guide to the work you will initially be required to undertake. It may be changed from time to time to meet changing circumstances. It does not form part of your Contract of Employment.

Assist with out of the box configuration for new and existing CRM functionalities.

Reason: This is a short term backfill position for a colleague who is taking a 6 month secondment into another role. It would be suitable for a recent technical graduate / final year student seeking to expand their knowledge of MS Dynamics and the Power Platform.
This role has the ability to be remote working with 1 day in the office

**Experience**

Experience of providing technical support

Experience of triaging and trouble shooting

Customer service experience

Problem solving

CRM experience

**Job Types**: Full-time, Temporary contract
Contract length: 6 months

Pay: £12.86 per hour

Expected hours: 36.25 per week

Schedule:

- Day shift
- Monday to Friday

Work Location: Hybrid remote in Salford

Reference ID: CRM
Expected start date: 13/05/2024


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