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CRM administrator in Chicago, IL at Interactive Business Systems

Date Posted: 6/14/2018

Job Snapshot

Job Description

Customer Relationship Management (Salesforce, Dynamics, etc), core concepts are the same, but they have to have provided customer service/support for CRM’s in the past. Dynamics 365 isn’t required This person will need to provide “White Glove” type service level to internal employees/brokers, so communication and people skills are CRITICAL!!

1. User Administration, new user licenses. Maintenance of existing users (a broker moves from NY to Chicago)

2. Application Navigation issues. How do I create opportunities, contacts, etc. How the business process is implemented in CRM is important.

3. Random user errors. Troubleshooting issues, engage with development team if needed. Add-On Applications sit on top of CRM, so need to be able to help synchronize and support with those users as well. (Broker platforms, Spider). Troubleshoot cross systems.

Reporting. 30-40 reports in the system. (Example, why isn’t someone’s information pulling up in the report?) **Could also be a consultant who has been a business analyst who has worked with CRM’s SOFT SKILLS

1. Problem Solving Skills

2. Listening/Comprehension Skills: Ability to interpret user requests and convert to a problem statement

3. Communication Skills: Strong, extemporaneous written and verbal communication skills

4. Patience: Ability to tolerate ambiguity

 5. Resourcefulness: Ability to find answers to unfamiliar problems and seek assistance from others when necessary

6. Judgement: Ability to determine problem severity and urgency

 7. Analytical Skills: Experience assessing problem Scope: is this a system issue or isolated to a single user

8. Facilitation Skills: Able to coordinate efforts of multiple people to assist with problem solution

Technical Skills

1. Familiarity with CRM technologies how Companies, Contacts and Activities are related.

2. Familiarity with Cloud/Web Applications: Procedures and Processes

3. Ability to perform analysis of report issues to determine causes and working with developer’s to get the issues resolved.

4. Good knowledge of General PC troubleshooting procedures, devices and browsers Helpful in assessing whether the issue is due to factors other than the software

 5. Understanding of Relational Database concepts

6. Previous experience working on IT teams/projects

7. Software Testing Skills