CRM Support Specialist

4 weeks ago

Cardiff, Cardiff, United Kingdom Chandlerkbs Full time
CRM Support & Training Specialist

We are excited to announce a superb opportunity to join our team at Chandlerkbs, in the role of CRM Support & Training Specialist in our Cardiff Office. This team member will be responsible for first-line support for end users of our Dynamics 365 Sales platform.

The CRM Support & Training Specialist will work alongside other Support Specialists to provide help desk assistance for non-technical inquiries and run both formal and informal trainings for existing and new users. This position requires front-end knowledge of D365 Sales capabilities and actively works to ensure a high level of customer satisfaction for all end users.

Key Responsibilities:
  • Monitor incoming support requests to facilitate timely responses in accordance with our agreed-upon levels of service/quality standards.
  • Understand existing business, team, and training processes.
  • Collaborate with the CRM team to understand the range of functionality in D365 Sales, stay up to date on feature releases, and create systems to monitor usage and identify trends where additional training may be required.
  • Identify 'power users' and work with SMEs, business decision makers, and topic experts across various departments to understand knowledge gaps and address training needs.
  • Share knowledge of user needs and challenges with the CRM team to help inform short-term priorities as well as the overarching CRM Strategy.
  • Motivate by helping others build their own skills and capabilities within an ever-evolving system.
Qualifications & Skills:
  • A minimum of one (1) years' experience providing on-going support for end users (i.e. customer care, customer support or related experience).
  • A minimum of two (2) years' experience conducting user training sessions (i.e. training adult learners [technical and non-technical users] with different levels of expertise).
  • Previous experience with Microsoft Dynamics 365 Sales and/or Customer Engagement. Comfort with creating and iterating on views in Microsoft Dynamics and understanding the foundational concepts behind them.
  • Familiarity with CRM systems and practices. Understanding of relational databases and reporting tools.

Chandlerkbs provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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