CRM Support Specialist

Description

Be the next …

Are you the go-to person when someone needs help, especially with technology? Is organization your superpower? Are you comfortable working on different tasks, supporting others, and always thinking a few steps ahead? Do you have call center experience with CRM tools, and want to take that experience to the next level? 

Premier NX is looking for our next CRM Support Specialist. Is it you?

In this role you’ll help keep things running smoothly behind the scenes. You’ll handle customer privacy requests, manage CRM tools, and contribute to improving day-to-day processes for our team and client. If you’re a natural problem solver who enjoys variety, is confident with technology and systems, and thrives in a collaborative environment, we’d love to hear from you. 

What you’ll do on a typical day:

Client & System Support 

· 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 

· Manage CRM user access, including licenses and de-activation requests 

· Review and action fulfillment requests, such as check approvals and handling exceptions

· Create and update email and letter templates 

· Monitor system workflows and suggest improvements to optimize efficiency 

· 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 

· Create and monitor early-warning notifications and update stakeholders as necessary 

· Follow client processes by responding to and resolving all privacy-related customer requests, including removing and anonymizing data 

Team Support 

· 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 

· Support training efforts by helping update materials 

Reporting

· Proactively monitor team performance through the creation and ongoing maintenance of reports and dashboards

· Create dashboards to showcase operational performance and KPI report tracking for client use

· Provide thought leadership in the creation and maintenance of additional reporting as business needs dictate

Requirements

What you need to succeed at Premier NX:

• 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 

Together, we can offer endless possibilities! What is next for you?

Premier NX is the expert in providing Customer Experience Solutions, Digital Transformation, Fin Ops, Sales Enablement and Analytics & Insights. We are the next evolution for our clients and your career. We are an inbound contact center that solutions many prestigious brands in in pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies. 

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.