CRM Support Specialist

About the job

Position Overview:

The ISP CRM Support Specialist is responsible for providing technical support and assistance to customers utilising the CRM (Customer Relationship Management) system within an Internet Service Provider (ISP) environment. This role involves resolving customer issues, providing training, and ensuring the smooth operation and optimisation of the CRM platform. The CRM Support Specialist serves as a point of contact for CRM-related inquiries and works closely with internal teams to enhance customer satisfaction and drive business objectives.

Key Responsibilities:

1. Provide Technical Support: Offer prompt and effective technical support to customers regarding CRM system functionality, features, and usage. Troubleshoot and resolve CRM-related issues, addressing queries via various communication channels (phone, email, ticketing system) in a professional and customer-centric manner.
2. Customer Relationship Management: Maintain positive relationships with customers by understanding their needs, addressing concerns, and providing guidance on CRM best practices. Collaborate with internal teams to ensure the CRM system meets customer requirements and expectations.
3. Training and Onboarding: Conduct training sessions and create user documentation to educate customers on CRM system functionality, processes, and workflows. Assist in onboarding new customers, ensuring a smooth transition and comprehensive understanding of the CRM platform.
4. CRM System Configuration and Optimization: Configure, customize, and optimize the CRM system based on customer requirements. Collaborate with the development team to address system enhancements and bug fixes. Stay up to date with the latest CRM features, updates, and industry trends.
5. Issue Tracking and Reporting: Document and track customer issues, resolutions, and enhancements within the CRM system. Generate reports to analyse system performance, identify areas for improvement, and provide insights to management.
6. Cross-functional Collaboration: Collaborate with internal teams, including sales, marketing, and technical support, to ensure seamless integration of the CRM system with other business processes. Assist in the implementation of CRM-related projects and initiatives.
7. Continuous Improvement: Continuously evaluate CRM support processes and identify opportunities for improvement. Propose and implement enhancements to enhance customer satisfaction, system efficiency, and overall user experience.

Qualifications and Skills:

• Bachelor’s degree in a relevant field or equivalent experience.
• Previous experience in a technical support or customer support role, preferably within an ISP or telecommunications environment.
• Strong understanding of CRM systems, preferably with experience working on CRM platforms such as Salesforce, Microsoft Dynamics, Splynx, or Zoho CRM.
• Excellent troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues effectively.
• Proficient in customer service principles and practices, with a focus on delivering exceptional customer experiences.
• Strong communication skills, both verbal and written, with the ability to convey technical information to non-technical users.
• Detail-oriented and highly organized, with the ability to manage multiple tasks and prioritise effectively.
• Proactive attitude and willingness to learn and adapt to new technologies and processes.
• Familiarity with ISP industry practices, products, and services is a plus.
• Good understanding of billing (postpaid and prepaid)