CRM Support Resume Samples

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HS
H Schuster
Helmer
Schuster
295 Steuber Shoals
San Francisco
CA
+1 (555) 606 9330
295 Steuber Shoals
San Francisco
CA
Phone
p +1 (555) 606 9330
Experience Experience
05/2016 present
Philadelphia, PA
CRM Support Specialist
Philadelphia, PA
CRM Support Specialist
05/2016 present
Philadelphia, PA
CRM Support Specialist
05/2016 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
09/2012 04/2016
Phoenix, AZ
Analyst It-crm Support
Phoenix, AZ
Analyst It-crm Support
09/2012 04/2016
Phoenix, AZ
Analyst It-crm Support
09/2012 04/2016
  • 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
05/2010 07/2012
Phoenix, AZ
CRM Support Analyst
Phoenix, AZ
CRM Support Analyst
05/2010 07/2012
Phoenix, AZ
CRM Support Analyst
05/2010 07/2012
  • 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
Education Education
Bachelor’s Degree in Computer Science
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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12 CRM Support resume templates

1

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
2

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
3

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
4

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
5

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
6

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
7

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
8

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
9

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
10

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)
11

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
12

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
13

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
14

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
15

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
16

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
17

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
18

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
19

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
20

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
21

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
22

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
23

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
24

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
25

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