Remote CRM Technical Support

CRM Technical Support Manager

Job Summary: The CRM Technical Support Manager is responsible for leading and managing a team of technical support professionals who provide expert assistance to customers and internal stakeholders in using and troubleshooting the Customer Relationship Management (CRM) system. The primary focus is on ensuring the CRM operates efficiently, providing timely solutions to user issues, and continuously improving the CRM support processes. This role requires strong technical acumen, leadership skills, and a commitment to delivering exceptional customer service.

Responsibilities:

1. Team Management:
   • Lead, mentor, and develop a team of CRM technical support specialists, providing guidance, performance feedback, and training as needed.
   • Establish clear performance objectives and metrics for the team, ensuring targets and SLAs (Service Level Agreements) are met.
2. CRM Support Operations:
   • Oversee day-to-day CRM technical support operations, ensuring efficient ticket management, issue resolution, and escalations as necessary.
   • Collaborate with cross-functional teams to address complex CRM-related problems and provide timely solutions to users.
3. Technical Expertise:
   • Possess an in-depth understanding of the CRM system and related applications to provide expert-level technical support.
   • Stay updated on CRM platform updates, new features, and best practices to ensure accurate assistance to users.
4. Issue Resolution:
   • Investigate and troubleshoot escalated technical issues, working closely with team members and relevant stakeholders to resolve complex problems promptly.
   • Document and track issues in the CRM support system, maintaining accurate records of solutions provided.
5. Customer Engagement:
   • Interact with customers and internal teams to gather feedback, understand pain points, and identify opportunities for improvement.
   • Proactively address customer concerns and ensure a positive experience with CRM support services.
6. Process Improvement:
   • Continuously evaluate CRM support processes, identify areas for improvement, and implement changes to enhance efficiency and customer satisfaction.
   • Drive initiatives to automate repetitive tasks and streamline support workflows.
7. Training and Documentation:
   • Develop and maintain comprehensive CRM support documentation, including knowledge base articles, FAQs, and troubleshooting guides.
   • Conduct training sessions for end-users and support staff to enhance their understanding of CRM functionalities.
8. Reporting:
   • Generate regular reports on CRM support performance, including ticket volumes, resolution times, customer satisfaction scores, and team productivity.

Requirements:

1. Bachelor’s degree in Computer Science, Information Technology, or a related field.
2. Proven experience (typically 5+ years) in CRM technical support or a related technical support role, with at least 2 years in a leadership or managerial capacity.
3. Strong technical proficiency in CRM systems (e.g., Salesforce, Microsoft Dynamics, HubSpot, etc.) and associated integrations.
4. Excellent problem-solving and analytical skills, with the ability to troubleshoot complex technical issues effectively.
5. Outstanding communication and interpersonal skills to interact with both technical and non-technical users.
6. Leadership abilities with a track record of effectively managing and developing support teams.
7. Customer-centric mindset, focused on delivering high-quality service and maintaining customer satisfaction.
8. Process-oriented with an emphasis on continuous improvement and optimizing support workflows.
9. Familiarity with CRM best practices, data management, and security protocols.
10. Project management skills to coordinate and prioritize support initiatives.