Technical Support Specialist

●     CRM Management and Optimization:

○     Administer and optimize the CRM platform for the customer support team.

○     Configure workflows, automate repetitive tasks.

○     Ensure data accuracy and troubleshoot CRM-related issues.

●     Customer Support Process Design:

○     Collaborate with support and customer success teams to define and implement efficient processes in the CRM.

○     Design escalation matrix and response workflows to improve customer support response times and quality.

●     First line troubleshooting:

○     Act as the first point of contact for CRM-related technical issues faced by users.

○     Diagnose and resolve basic technical issues within the CRM.

○     Escalate more complex issues to the technical support, ensuring timely follow-up and resolution.

●     Reporting and Analysis:

○     Generate and analyze reports to track key metrics, such as response time, resolution rates, and customer satisfaction scores.

○     Provide insights to improve processes and identify common issues or bottlenecks in the support process.

●     User Training and Documentation:

○     Develop and deliver CRM training for new team members.

○     Create and update CRM documentation, including FAQs, troubleshooting guides, and best practices.

●     Customer Insights and Feedback:

○     Collect and analyze customer feedback through the CRM to identify improvement areas in products and services.

○     Work with product and development teams to relay customer issues and participate in solution development.

●     Preferred Bachelor’s degree in Business, Information Technology, or a related field.

●     2+ years of experience in customer support or CRM administration.

●     Excellent communication skills and attention to detail.

●     Familiarity with customer support processes, including ticketing, workflow automation, and escalation management.

Preferred Skills:

●     Experience in SaaS or technology companies is a plus.

●     Ability to handle multiple tasks and prioritize in a fast-paced environment.