CRM Technical Support Officer at ECLAT HR Consulting

Job Description

The CRM technical support officer will aid the deployment and maintenance of CRM solutions in-house and for clients.

Job Functions/Responsibilities

• Monitor relationships with existing customers through CRM systems.
• Provide support in the planning and delivery of CRM strategies across the organization and for clients.
• Perform development, testing, implementation, documentation and maintenance of the CRM application.
• Provide day to day technical support, troubleshoot and resolve problems within the CRM applications.
• Implement new enhancements including creation of custom objects, workflows, email alerts and templates, and campaigns.
• Provide support by gathering and analyzing business requirements for development requests.
• Monitor and evaluate new program features and application options.
• Participate in cross-functional teams that address strategic business issues involving CRM and operations.
• Suggest new methods to address customers’ needs.
• Conduct market research to follow trends and competition.
• Identify new opportunities and proactively address customer concerns.

Requirements/Qualifications

• Previous relevant experience as a CRM Technical Support Officer, CRM administrator or similar position.
• Must have working knowledge of CRM softwares.
• Strong functional knowledge of the data structure; understanding of how to leverage CRM tools to meet complex reporting requirements while enabling long term scalability.
• Technical expertise with CRM and analytical systems.
• Working knowledge of Enterprise resource planning.
• Customer-oriented attitude.
• Solid experience with Customer Relationship Systems and KPI metrics.