Partner with internal and external stakeholders to provide general CRM system support and guidance
Create tickets in the client’s CRM for internal and external stakeholders to report and resolve issues
Submit CRM user access, including licenses and de-activation requests
Run daily fulfillment reporting including reviewing fulfillment requests, such as check approvals and handling exceptions
Create and update email and letter templates for agents
Tag and un-tag cases for legal purposes, as needed
Support the client with system testing, creating test scenarios, and troubleshooting and report on results
Troubleshoot common CRM system issues for agents and escalate to proper stakeholders as necessary
Collaborate with client and management to ensure the agent knowledgebase is up to date
Proactively monitor team performance through the creation and ongoing maintenance of reports and dashboards in consultation with management

Experience with CRM systems (Salesforce, ServiceNow, or Exterro preferred)
Experience with S-Docs is an asset, but not required
Proficiency with Microsoft Office 365, including Word, Excel, PowerPoint, and other programs
Knowledge of general business practices related to customer service
Strong business acumen with the ability to understand client needs and contribute to service success
A highly organized work style with the ability to multitask and prioritize work in a remote environment

CRM Support Specialist

Key skills