Title: Microsoft Dynamics CRM Support SpecialistDuration: 12 MonthsLocation: Atlanta GADutiesUser Training and Support: Provide training and ongoing support to team members using the CRM system, ensuring they understand how to effectively leverage its tools and capabilitiesRelease Support: Create, update and maintain documentation, videos and guides for release; provide ongoing functional trainings (features releases and office hours)User Feedback Management & Insights: Collect and analyze customer feedback from user chats, super user community, usage analytics and ticket insights; use insights to recommend service improvements and product enhancementsInquiry Management: Triage support tickets to ensure timely and effective resolution; collaborate with other teams to address and resolve complex issuesNew User Onboarding: Support the new user onboarding process, including system setup and access, documentation, training, etc.Analyze support & usage metrics: Timely develop and provide usage metrics to track overall support performance and identify trends, themes or areas for improvement in support, documentation or trainingSkills2+ years' experience with Microsoft Dynamics CRM is essential; experience with Service Now is a plusStrong communication skills and ability to communicate technical information clearly and concisely to non-technical audiencesProven customer service skills and ability to communicate effectively with users, listen to their needs and provide empathetic and helpful problem solving and supportProblem solving skills and ability to identify, analyze and resolve issues timely and efficientlyStrong written and verbal communication and excellent presentation skillsExcellent organization skills and time managementExperience in organizational change managementExperience working on enterprise wide or global programs of workStrong analytical skills; ability to data and identify trends to identify areas of opportunity for training or potential feature enhancementsDemonstrated proactive, positive attitudeAbility to independently identify and undertake tasks with a problem-solving mindsetCollaborative mindset; able to work effectively in a team#J-18808-Ljbffr
