CRM Support Resume Samples

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H Schuster

Helmer

Schuster

295 Steuber Shoals

San Francisco

+1 (555) 606 9330

295 Steuber Shoals

San Francisco

Phone

p +1 (555) 606 9330

Experience Experience

Phoenix, AZ

CRM Support Analyst

Phoenix, AZ

Kreiger-Wolf

Phoenix, AZ

CRM Support Analyst

Train and assist the CRM team in the Philippines, to ensure they can perform their daily work
Test new developments and provide feedback
Assist with other E3 administrative work
Create and update training materials (manuals/video’s)
Create and update training materials (manuals/videos)
Provide helpdesk (1st and 2nd level) and on-site support to end-user groups of SAP CRM and related systems
Ensure buy-in and business support for SAP CRM application

Phoenix, AZ

Analyst It-crm Support

Phoenix, AZ

Reichel, Sipes and Marvin

Phoenix, AZ

Analyst It-crm Support

Consults with customers and IT managers to develop, define, execute and prioritize work assignments and work delivery
Proactively engages with team and leads to improve upon all aspects of Software Development Life Cycle
Understands IT operations, especially production support, release management, and problem management
Creates test data to prove all test cases. Executes and documents results of test plans to ensure modules will operation properly in the production environment
Recommends and leads improvements to applications and processes in order to decrease issues and maintain quality. (Demonstrates Problem Management Expertise)
Works on Analysis and Design for requests assigned in addition to development and testing
Working knowledge on ITSM processes

present

Philadelphia, PA

CRM Support Specialist

Philadelphia, PA

Murazik LLC

present

Philadelphia, PA

CRM Support Specialist

present

Develop new training materials and provide training for new associates and retraining for current associates to improve system utilization
Project management, prioritization and time management
Work closely with back office on post trade work and resolve trade issues
Attend development team demos to review the latest work, and organise regional reviews for feedback and approval
Create presentation material
Work with the Product team to organise market kick offs to educate markets on new functionality
Data quality management

Education Education

Bachelor’s Degree in Computer Science

Southern Illinois University Carbondale

Bachelor’s Degree in Computer Science

Skills Skills

Microsoft Word: A candidate should be able to use Microsoft Word to draft “How to” documents for the end users, and should have strong writing skills
Organized and Detailed Focused. Maintain meticulous records so that information about donors is found quickly and efficiently
Data integrity: The largest part of the job will be to Manage Data and improve data quality
Service Orientation. Actively looking for ways to help donors and Shriners colleagues. Thinks quickly and responds rationally and politely to inquiries, work demands, new work or changes in direction. Demonstrated ability to respond to requests quickly and accurately
Microsoft Outlook: A candidate should be able to use Microsoft Outlook to manage and send emails
CRM Experience: A candidate should have some knowledge or experience with a CRM Tool such as Siebel or SalesForce.com
Personable: The team supports users who range from computer savvy to computer challenged. A potential candidate should be able to communicate to both groups in a patient and friendly way to address the question/problem posed by the end user
Microsoft Excel: A candidate should be familiar with simple formulas such as “SUM ()”, “COUNT ()”, and “VLOOKUP ()”. The candidate should be familiar with using Excel spreadsheets to analyze lists of data
SHC and Fraternal Environments. Knowledge of the Hospital and Fraternal mission. Knowledge of Shriners donations and awards processes and proceduresFamiliar with/possesses a general knowledge of development and donor relations functions, terms and concepts
Conflict Resolution. Demonstrated ability to quickly identify root causes of issues, potential mitigation strategies, and effectively solve conflicts as they arise

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CRM System Support Resume Examples & Samples

Own and manage the relationship with key business partners and technology teams
Provide SME-level support to the Asia Pacific business, including working with Production Support to resolve issues, perform ad-hoc system queries, and conduct studies using online Business Intelligence Tools
Ensure the data within the Sales/Trading revenue and trades are accurate
Generate various trade/revenue reports for Sales associates and management
Work with the business partners to create the UAT plan and track the change into production
Manage user acceptance testing (UAT) in line with the test plan
Communicate new SRCM application changes to the business users
Conduct application performance testing to baseline the performance across the regions
Manage assumptions, risks, issues and dependencies for Sales and Research
Pro-actively seek strategic solutions to address business concerns
Assist with system verification after production changes
Manage special technology projects for the business
4 years work experience in CRM Systems
Business knowledge in the FICC/EQ Sales area, particularly around trade flows and CV allocation
Understanding of databases, Web technologies and software architecture
Candidate must be comfortable interfacing with various groups at all levels, including Front / Middle Office, COO, CTO, Technology teams and Client Services
Soft skills include assertiveness, influencing and diplomacy
Demonstrated ability to present viable solutions and obtain buy-in, and be able to understand and manage the sensitivities of multiple stakeholders
User-facing application support experience
Basic MS Office troubleshooting skills
Must be self-motivated and pro-active
Demonstrate the ability to multi-task in a fast-paced environment and effectively engage in multiple initiatives simultaneously
Strong communication and presentation skills, verbal and written
Strong problem/data analytical skills
Excel spreadsheet handling (pivots, vlookup, etc.) / SQL
Desired Skills (Technical / Domain / Managerial/ Language skills)
Business knowledge in the Sales, Research or Capital Markets area
Past experience working in investment banking/broker dealer preferred
Project management, business analysis experience
Excel VBA

MED CRM Support Resume Examples & Samples

Should be able to multi task in a high-volume environment
Must be able to respond to urgent requests in a positive manner
Develop and maintain checklists, metrics, documentation, etc. as defined in the plan
Commercial acumen
Good networking skills
Be flexible and willing to adjust responsibilities to align with developing business needs
Comfortable working with other cultures
Facilitating the collection, communication and sharing of business knowledge and best practice across the Region responsibility for ensuring accurate sales pipeline and revenue information, pipeline and revenue reporting and analysis for Area/Region leadership
Excel at spoken and written English in a global environment. Needs to have experience communicating with various cultures and to be able to articulate and grasp information in a very diverse environment where we deal with multiple accents and versions of English across the globe

Mena CRM Support Resume Examples & Samples

Attention to detail, organization, and great follow-up skills essential
Share best practices and support team goals and objectives
Drive consistency and efficiency in the team
Responsible for proactively informing the coordinator/team lead in case of unavoidable delays during execution of the job
Excel at spoken and written English in a global environment. Needs to have experience communicating (Spoken) with various cultures and to be able to articulate and grasp information in a very diverse environment where we deal with multiple accents and versions of English
Develop collaborative relationships with the clients and internal colleagues
Focus on customer service
Intermediate level knowledge of sales methodologies
Building relationships with the Region leadership team
Assist in deploying and managing Interaction
Strong Excel and Word capabilities. Some experience working this usage of basic database software such as Access can also be valuable
Understanding of other reporting systems such as GFIS
Project organization skills. Ability to take complex tasks to break them down in manageable components and to meet quality and timeliness deadlines
Strong communication skills and ability to interact with senior leadership

CRM Support Analyst Resume Examples & Samples

Bachelor’s degree with minimum 1 to 2 years’ experience
Keen technical skills, business acumen and customer service
Experience with and knowledge of SAP CRM or any other CRM system
Training experience would be advantageous
Proactive and flexible
Readiness of mind
Spanish language skills a plus
Ability to travel domestically and internationally twice per year

CRM Support Analyst Resume Examples & Samples

Provide helpdesk (1st and 2nd level) and on-site support to end-user groups of SAP CRM and related systems
Analyse training needs, provide training and evaluation afterwards
Gain an understanding of the underlying business processes in order to provide expert advice to users in the use of SAP CRM
Ensure buy-in and business support for SAP CRM application
Create and update training materials (manuals/videos)
Train and assist the CRM team in the Philippines, to ensure they can perform their daily work
Test new developments and provide feedback
Communicate to the SAP CRM user groups on site on new functionalities
To aim to be the expert in all SAP CRM user roles and related tools

CRM Support Specialist Resume Examples & Samples

Data governance to ensure that the data entry by an operations team member or by an automated process meets precise standards
Maintain availability in phone queue, answering questions ranging from how to find data in the CRM to more complex questions regarding job pricing
Monitor the Email queue to provide timely responses to questions/issues provided via email
Document calls through a ticketing system to track issues received via phone queue
Document complex procedures for distribution to the field as desk aides and assist with complex Jobs
Provide access rights to CRM including data setup for new users
Analytical: The team answers a variety of questions throughout any given day. A candidate needs to have the ability to analyze and solve problems with a high degree of accuracy. The position is not a data entry type role, so a candidate must be able to assess issues quickly and provide solutions
Reliable: The team operates in a call center environment so reliability is required. A candidate must be able to arrive on time and work the designated hours
Self-Motivated: A potential candidate should show a desire to learn and progress without constant attention
Personable: The team supports users who range from computer savvy to computer challenged. A potential candidate should be able to communicate to both groups in a patient and friendly way to address the question/problem posed by the end user
Microsoft Excel: A candidate should be familiar with simple formulas such as “SUM ()”, “COUNT ()”, and “VLOOKUP ()”. The candidate should be familiar with using Excel spreadsheets to analyze lists of data
Microsoft Word: A candidate should be able to use Microsoft Word to draft “How to” documents for the end users, and should have strong writing skills
Microsoft Outlook: A candidate should be able to use Microsoft Outlook to manage and send emails
CRM Experience: A candidate should have some knowledge or experience with a CRM Tool such as Siebel or SalesForce.com
Call Center Experience: A component of the job would include taking phone calls in a queue environment and documenting the received calls
Data integrity: The largest part of the job will be to Manage Data and improve data quality

Manager Commercial CRM System Support Resume Examples & Samples

Design, develop, deploy and enhance data marts to support analytical and CRM business needs in the ICCB team
Provide a high level of customer service which includes user training and support. The incumbent is required to support users across the division including the Caribbean, Central and Latin America
Design, develop and implement Extraction Transformation Load (ETL) processes of intermediate and high level of complexity to meet the high availability, data integrity and reliability requirements of the production environment
Identify, evaluate and escalate system and application issues to senior management as required
Keep up-to-date on new technologies and platforms, provide technical guidance, share knowledge and best practices with other team members
Database and programming platforms and technologies: MS SQL Server 2008/2012, SSIS, TSQL, SAS, VBScript, ADO, XML
Strong knowledge of analytical tools QlikSense, Tableau, Microsoft BI, Microsoft Analysis and Reporting Services
Server operational and application platforms: Windows 2008/2012

Customer Excellence Support & CRM Manager Resume Examples & Samples

Ability to analyze critically and objectively to define and solve problems and to identify opportunities
Ability to work with and coordinate demands from multiple internal customers
Strong presentation skills: should be able to develop and deliver impactful executive level presentations
Proven project management skills, performance management, planning, prioritization, objective setting, meeting management and plan execution

CRM Support Analyst Resume Examples & Samples

Complete administrative Salesforce activities (User Administration, Data Support)
Basic Salesforce technical support
Run Reports and Dashboards
Compile weekly manual Reports
Assist with other E3 administrative work
Any ad-hoc duties as and when assigned
A Diploma in IT or equivalent work experience. Fresh graduates may be considered
CRM/Salesforce experience would be an added advantage
Proficiency in both written and spoken English
Ability to communicate fluently in either Mandarin or Korean is a requirement for this role
Able to work independently with minimum supervision and guidance
Responsible, meticulous and able to work with tight deadlines
A strong team player with good coordinating skills

MS Dynamics CRM Application Support Resume Examples & Samples

Providing technical support to CRM key users
Perform in-depth analysis of customer issues to determine causes and solutions
Work with customers, development, support and other members of the team to investigate, test and develop solutions and workarounds to resolve client issues/requests
Technical and functional application management
Manage and maintain the internal development environment, working alongside the group IT dept
Experience in support and maintenance of business applications
Knowledge Microsoft Dynamics CRM
Excellent skills in English
Excellent communication skills, analytical and teamwork skills (also international)

Microsoft Dynamics / CRM Support Engineer Resume Examples & Samples

Manage day to day support of Dynamics CRM deployments
Ensure timely delivery of support items by managing ticket queue and managed services technicians
Liaise with Client and Teletech management to resolve issues, provide support and provide direction on issues and projects
Be able to lead small to medium enhancement projects and provide direction to technicians and developers around solutions
Train support team on new support processes on Dynamics CRM functionality
Work directly with the client in a high paced environment and be able to set appropriate expectations around SLAs and delivery timelines
Perform data creation, administration and management
Maintain, administer and monitor user set-up, logins and password resets
Perform reporting, monitoring and support in a customer support or Service Desk capacity
Provide service in accordance with Service Level Agreements
Participate in team meetings with management, operations, development teams and external clients
2 to 5 years helpdesk or customer support experience with Dynamics CRM
2 to 5 years ticketing system knowledge and experience with Dynamics CRM
Understanding and experience with Dynamics CRM platform
Knowledge of Azure VM deployment subscriptions
Knowledge of Azure Load Balancers and Traffic Managers
Knowledge of Windows networking including IP, IIS, SSL, DNS, SPNs and ADFS
Knowledge and ability to troubleshoot and repair multi-server, on premise, Dynamics CRM deployments, including front-end, back-end, SQL, and ADFS servers
Knowledge and ability to troubleshoot SQL Server clustered deployments
Ability to perform SQL server maintenance including backups and recovery
Ability to maintain, troubleshoot and repair multi-server, multi-site, Dynamics CRM problems including application and infrastructure related problems
Knowledge of Dynamics CRM administration including creating system users and assigning security roles
Ability to mentor, guide and lead a small project team responsible for meeting client deliverables
Debugging, troubleshooting and Web Browser experience
Demonstrated attention to detail, problem solving skills and strong work ethic
Highly motivated and a self-driven team player
Proven time management skills in a dynamic environment
Proficient in Microsoft Word and Excel
Solid verbal, written, presentation and interpersonal communication skills
Desired certification: Microsoft Dynamics CRM 2016 Installation
Call Center experience a plus

CRM Tech Support Specialist Resume Examples & Samples

Master’s degree (or internationally comparable degree) – Preferred
Experience with Microsoft Office products or similar software (creating formulas, pivot tables, writing queries) - Preferred
Experience synthesizing data - Preferred

CRM Support Specialist Resume Examples & Samples

Assist the clients in navigating & demoing the EDGE / GP trading platform
Assist, handle and follow with customer enquiries
Assist in making, and preparing Campaign / Initiatives Plan to promote the products offering, and marketing events
Facilitate trading activities with Inter-department
Handle clients’ accounts re-onboarding documentation and trading orders execution
Assist to facilitate trading activities on Online platform
Prepare various dealing reports for the department
Perform any other duties as assigned from time to time
Work closely with back office on post trade work and resolve trade issues

CRM Support Specialist Resume Examples & Samples

Liaise with the European Product Marketing team to ensure European product offer is reflected correctly and the functionality is fully relevant for the European region and its markets
Align with the wider Owner Services team to ensure consistency and alignment with overlapping features
Align requirements with cross-functional teams, eg. OnStar, Aftersales
Align requirements and data flows with Legal and Privacy teams
Align with the global UX team to adapt templates and components into the Opel/Vauxhall design
Manage project plan and review regularly with all regional stakeholders, tracking actions and deliverables
Manage list of issues and risk, escalating as required to ensure milestones can be achieved
Attend development team demos to review the latest work, and organise regional reviews for feedback and approval
Work with the Product team to organise market kick offs to educate markets on new functionality
Create presentation material
Create support materials (feature documentation, FAQs, training material), eg. For ECCC agents, OnStar advisors, dealers
Work with Market Coordination team to define outbound communication strategy
Work with Owner Services Content Manager to define content requirements
Identify key operational stakeholders across back office systems and workflows
Work with the C360 Operations team to define requirements and processes
Ensure operational requirements are captured in overall project requirements
Microsoft Office proficiency, especially Excel and PowerPoint, Adobe Photoshop, Tableau, Adobe Experience Manager, Adobe Analytics
Relevant experience in Marketing or Customer Experience roles
Project management, prioritization and time management
Ability to build relationships, stakeholder management and ability to work cross functionally
An awareness of vehicle engineering would be an advantage
Technical knowledge, (eg. Experience working with websites, apps, content management systems) would be an advantage

CRM Support Specialist Resume Examples & Samples

Research questions using available information resources and advise user on appropriate action
Identify and escalate situations requiring urgent attention and Redirect problems to appropriate resource
Track and route problems and requests and document resolutions log all help desk interaction
Serve as liaison between CRM developers and users when troubleshooting complicated or pervasive issues
Diagnose and resolve technical hardware and software issues
Follow standard help desk procedures and administer help desk software
Responsible for working with division associates to review processes and procedures as necessary to align software with business needs
Perform troubleshooting activities and recommend solutions or system enhancements to achieve efficiencies, and best practices and adherence to corporate policies
Work on multiple phases of projects independently as well as coordinate activities with superiors and Division/Regional associates to resolve technical and/or business issues
Develop new training materials and provide training for new associates and retraining for current associates to improve system utilization
Stay current with system information, changes and updates
Participate in testing new application changes and new software releases
3-5 years of combined CRM on Demand and SalesForce administration experience. Salesforce Administration certification desired
A working knowledge of CRM software and JD Edwards software preferred
Prior HelpDesk or support experience especially working with ServiceNow
Experience with IBM and Macintosh computers, Microsoft Windows and Apple Operating Systems, MS Office Suite (Intermediate advanced level - Word, Excel, PowerPoint, Access, Visio), internet applications, mobile applications and devices and network interface issues
Knowledge and experience with standard customer service principles and practices

CRM Support Specialist Resume Examples & Samples

Provide support and resolution to the Sales organization
Interact with cross functional groups including IT to mitigate and resolve any CRM issues
Interpret Business Requirement Documents (BRD) and manage business testing
Document problems and activity and solution for each incident
Communicate the status of issues to the business requester and the CRM team

Global Customer Support, CRM Project Manager Resume Examples & Samples

Bachelor degree Business, Engineering, Information Technology or equivalent
2 years of experience with Microsoft Dynamics knowledge
Database and/or analytics experience
Aerospace knowledge
Effective teaming skills
Highly motivated with the ability to communicate and influence across multiple organizations while maintaining effective working relationships
Ability to work on projects from concept to completion with minimal guidance and supervision
Strong project management skills with the ability to lead and drive results
Strong computers skills including Excel, PowerPoint and Access
Other CRM platforms a plus

CRM Support Specialist Resume Examples & Samples

Multichannel cycle plan creation for sales force team via DCR (data change request)
Account management and user support
Using Remedy to resolve issues
Communication with key business functions to ensure that data setup in the system is appropriate for business need
Data quality management (approve/reject change requests)
Ad hoc reporting based on CRM and BI systems (QlikView)
Training management, ensuring up-to-date training is given appropriately to end users
First point of contact for any questions about Veeva CRM and related data
Organize and support consents keeping and handling with cooperation of Legal team

MS Dynamics CRM Support & Development Specialist Resume Examples & Samples

MS Dynamics CRM technical support, maintenance, and upgrades
Translating user needs into technical requirements
Ability to work with other teams and departments
Interfacing CRM with other applications

CRM Support Specialist Resume Examples & Samples

Blackbaud CRM Support (60%)
Blackbaud CRM Training (25%)
2 years of development experience, or Associate’s degree in lieu of development experience, required
Familiarity with Shriners donor relations process preferred
Familiarity with donor terms and the procedures of the department preferred
Experience working with Blackbaud CRM preferred
Associate’s Degree, or equivalent development experience, required
SHC and Fraternal Environments. Knowledge of the Hospital and Fraternal mission. Knowledge of Shriners donations and awards processes and proceduresFamiliar with/possesses a general knowledge of development and donor relations functions, terms and concepts
Customer and Personal Service. Knowledge of principles and processes for providing customer and personal services. This includes assessing customer needs, meeting quality standards for services, and evaluating customer satisfaction
Computers.Technical knowledge of BBCRM, Luminate Online, and other Shriners systems. Possesses knowledge and systems proficiency as well as the logical ability to use MS Office Suite and other appropriate software packages [i.e., Adobe, PowerPoint, Excel, AIA software preferred]
Donor Development.Must possess knowledge of fundraising principles and practices
Active listening. Gives full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
Confidentiality. Demonstrates credibility, calm and sense of purpose during stressful situations. Demonstrates the understanding of confidentiality concerning internal and external Hospital and Fraternal customers and business partners
Time Management. Manages one's own time and the time of others, as required. Demonstrates the ability to prioritize, problem solve and make decisions in a timely manner. Follow escalation processes. Assures the Development and Donor Relations Department is secure with all urgent needs met by the end of the day
Critical Thinking and Problem Solving. Uses logic and reasoning for approaches to problems. Readily accepts new challenges, work assignments and establish the most effective way to address new issues, actions, activities and challenges. Thinks quickly and respond rationally and politely to inquiries, work demands, new work and changes in direction including aggressive deadlines
Active Learning. Ability to learn quickly. Understands the implications of new information for both current and future problem-solving and decision-making. Proactively seeks opportunities for acquiring additional knowledge and skills, including cross-training with other Development and Donor Relations Department staff
Coordination and Personal Networking. Adjusts actions in relation to others' actions. Shows the ability to network internal and external to the Shrine, as required
Conflict Resolution. Demonstrated ability to quickly identify root causes of issues, potential mitigation strategies, and effectively solve conflicts as they arise
Monitoring. Monitors/assesses personal performance to make improvements or take corrective action. Responds to requests quickly. Keeps managers abreast of status of work activities and issues for resolution. Proactively seeks feedback to support professional development
Organized and Detailed Focused. Maintain meticulous records so that information about donors is found quickly and efficiently
Service Orientation. Actively looking for ways to help donors and Shriners colleagues. Thinks quickly and responds rationally and politely to inquiries, work demands, new work or changes in direction. Demonstrated ability to respond to requests quickly and accurately

Analyst It-crm Support Resume Examples & Samples

Oracle Sales Cloud Level 2 and 3 support per defined SLAs . Provide day-to-day support, predominantly Medium to High complexity incidents, that are disrupting normal business operation in a timely manner, to ensure timely, reliable, cost effective service to Eaton employees and customers
Enhancements for C360. Executes enhancement requests and new requirements using standard Eaton request fulfillment process( Medium to High complexity enhancement requests)
Actively look for and suggest, recommend ideas for Continuous improvements identified through problem solving, technical enhancements, process improvements, lessons learned, pain points etc
Analyzes and troubleshoots simple to medium complexity production problems and implements the proper fix
Suggests and builds re-usable components (medium complexity)
Meet BSC Support Metrics. Meet/Exceed CSAT score
Identify trends, analyze top trends, suggest automations, alternatives to reduce trends/incidents. Routinely provide insights into trends and patterns, through techniques like 8D, RCA etc
Good understanding of ITIL Support processes and Eaton ITSM processes, including Problem Management, Change Management, Release Management
Prioritizes incidents to ensure high impact and urgent tickets are worked on priority and taking leadership to ensure no customer impact
Serves as the primary end user contact point for related Support activities and customer escalations
Reporting and Metrics – define and build reports, metrics, and dashboards
Documents and create knowledge repository which will helps in providing quick resolution of tickets
Mentor team members as appropriate (Simple complexity)
Managing and governing the vendor tasks / activities
Provides an understanding of both technology and business concepts and is able to articulate business processes
Maintains a strong knowledge of current and developing technologies impacting the technology domain and User Community. This is to be achieved through continuing education, participation in user groups, professional organizations, ongoing personal research into emerging and evolving technologies
Proactively engages with team and leads to improve upon all aspects of Software Development Life Cycle
Participates in meetings and facilitate discussion that leads to meaningful dialogue and identifies and documents appropriate system / business requirements
Works on Analysis and Design for requests assigned in addition to development and testing
Provides estimates for effort and schedule for assigned tasks. On-Time Delivery and Quality(per Defect Density)
Creates and executes test plans for task and unit level programming deliverables
Creates test data to prove all test cases. Executes and documents results of test plans to ensure modules will operation properly in the production environment
Performs peer review of deliverables. Makes recommendations to team
Assist with unit and integration testing for requests and incidents
Ensures sign-off on all major system deliverables by stakeholders
Performs promotion and migration activities of software and components through the pre-production to production instances; and operational activities
Implements changes in compliance with Eaton practices for change management
Satisfactorily deliver IT services exceeding the established SLAs while maintaining satisfactory customer feedback
Maintains understanding of key processes, schedules, cycles, profiles, etc. for the technical systems in use by a customer
Ability to work independently, work under pressure, adapt to demanding situations and maintain schedules
Provide ad-hoc, one-on-one training as appropriate by assisting users with questions and procedures for increased technology adoption, and to increase productivity
Provide regular, clear, and consistent communication (written and oral) on the status of issues, deliverables prioritization and timing back to IT stakeholders
Consults with customers and IT managers to develop, define, execute and prioritize work assignments and work delivery
Communicate with customers, suppliers and vendors for issues and resolutions, articulated in terms they understand
Communicates effectively with both technical and business personnel to gather requirements, communicate expectations, identify solutions, and create action plans
Collaborate/share support work / Knowledge to other team members and third Party applications/teams
Recommends and leads improvements to applications and processes in order to decrease issues and maintain quality. (Demonstrates Problem Management Expertise)
Partners with other groups to seek out opportunities to increase end-user customer satisfaction and operational efficiency
Leads continuous improvements on in-scope support initiatives
Basic understanding of some of Eaton IT organization
Basic Understanding of the IT strategic plan
Good analytical skills and debugging skills, business process knowledge
Good understanding on applications including integrations, in terms of Eaton business and Enterprise IT Strategic fit, understand application road map
Good understanding on Software Development Life Cycle and Agile methodologies
Working knowledge on ITSM processes
Role will operationally support technologies in CRM - Oracle Siebel CRM, Oracle Sales Cloud, Cameleon/CinCom Mobile Applications (iPhone/iPad), .NET, JAVA and any other
A Bachelors degree and three to Five years’ experience required
ITIL , or comparable certification desirable
Ability to work and lead collaboratively. Strong written and oral communications skills
Understands IT application infrastructure and security technologies
Understands IT operations, especially production support, release management, and problem management
Critical contact for CRM Level 2 and 3 support for CRM applications (Sales Cloud). May be contacted after hours for emergencies
Must be able to work well under pressure and juggle multiple “hot” issues at one time
Travel – 10-20%
Strong focus on business communication and customer / IT alignment

CRM Support Manager Resume Examples & Samples

Manage daily activities for the email platform powered by Salesforce Marketing Cloud, which includes user and account creation and management
Manage creation and execution of all lifecycle emails for the central Universal Music Group brand newsletter, including coding, content management, and segmentation
Support Salesforce Marketing Cloud platform by troubleshooting email, subscriber, and page issues (deliverability, rendering, errors, etc.)
Administer Salesforce Marketing Cloud system training with label marketing users
Test new system features and functionality
Create and manage SQL data queries
Create and manage standard form templates including sweepstakes and campaign pages
Create reports for campaign analysis
Work with internal team and marketing staff at labels to provide support and guidance in campaign execution
Experience in Salesforce Marketing Cloud is a plus
Ability to understand, assess and prioritize how an issue is affecting a system
Ability to solve complex problems
Ability to work with cross-functional teams and swiftly drive items toward resolution
Proficient debugging HTML, CSS, and SQL
Extremely organized and detail oriented
Ability to prioritize, multi-task and shift priorities on an as needed basis
Looking for someone who is both a technical and business resource
5+ years customer facing experience providing support or client services

CRM On Demand Technical Support Engineer Resume Examples & Samples

The ideal candidate should have a degree in Computer Science or an equivalent degree
1-2 years experience working with the IT industry, with a proven understanding of applications at a functional and technical
Familiar with SQL for querying data sources, gathering information, and analysis. Relational database expertise required
Experience using networking tools such as ping, traceroute and nslookup
Demonstrate problem solving and troubleshooting expertise
Comfortable interacting with all levels of management and roles within the client organization
Ability to effectively prioritize and escalate customer
Excellent communication and presentation skills to effectively explain a solution to a customer’s problems
Detailed, organized and results oriented
Enthusiasm, strong work ethic and a positive attitude
Ability to learn and assimilate technical information quickly
Ability to manage to service levels and conduct regularly scheduled customer calls/meetings
Experience in transferring knowledge to others (coaching & mentoring), sharing information
Ability to explain technical concepts to non-technical associates and vice-versa

CRM Support Specialist Resume Examples & Samples

Multi-channel cycle plan creation and support
Ensuring that data setup in the system is appropriate for business need
Ad hoc reporting based on CRM and BI systems (Qlikview)
Support of Segmentation & Targeting strategies and process

CRM Release & Support Manager Resume Examples & Samples

Ensures that all services provided by the Zone are delivered with a SLA
Ensures that the operational performance of services against SLAs is achieved
Designs a strategy for ITSM Services evolution
2+ years in service desk/ help desk management
2+ years in CRM projects
2+ years in managing external partner
2+ years in consulting firm or consumer goods industry

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