CRM System Support - Santon at Blue Label Telecoms

Job Purpose

• To provide professional Microsoft Dynamics CRM (CRM) first-line application support and issue resolution services to SA Distribution.

Responsibilities

Software Maintenance

• CRM system – maintenance, troubleshooting, bottlenecks
• Support application upgrades
• Support testing new software
• Support CRM specialist if required

User Support

• Manage issues logged via the service desk
• Resolve 1st line issues
• Training of users when required
• Keeping training material and user guides up to date
• Ensure new users are proficient
• Ensure the business adopts best practices

Customer Service Mandatory

• Able to configure CRM and do limited customisations
• To offer excellent customer service to all internal and external customers
• To display a customer orientation
• To embody the “customer is king” philosophy

Collaboration Mandatory

• The ability to work in conjunction with other internal and external parties towards
• the achievement of a common goal
• Positive feedback from internal customers
• Timeous Feedback to internal customers
• Engaging with external MS Partner on deliverables and support issues

Administration

• Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility
• Raising and analysis of change requests required by our business stakeholders

Work Scheduling and Allocation

• Organize your own work schedule each day in line with changing priorities

Personal Capability Building

• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching

Requirements

Behavioural Competencies

• Ensures Accountability
• Decision Quality
• Communicates Effectively
• Plans and Aligns
• Optimizes Work Processes
• Organizational Savvy

Education

• Matric Grade 12
• Tertiary qualification advantageous
• CRM Certifications advantageous

Experience

• 5 years + experience in the field
• Microsoft Dynamics CRM certifications across versions
• SQL experience would be advantageous
• SQL knowledge advantageous
• SSRS knowledge preferable
• Java Script Knowledge is preferable