CRM Support Consultant

Job Purpose:

Providing first line telephone support to customers for a range CRM products – including ACT, Goldmine, MS CRM and Sage CRM.

Main Duties and Responsibilities

• Receiving and answering telephone calls and emails from customers on the support helpdesk.
• Responding to and resolving support queries  to customers via telephone, email and remote access.
• Call Management and prioritisation to ensure service levels are met.
• Problems analysis and investigation work.
• Data investigation work and report writing.
• To carry out other support duties that may be required.

Knowledge, Skills and Experience Required:

• IT knowledge essential.
• Previous experience of CRM software an advantage.
• Good understanding of Microsoft Office products.
• Excellent written and verbal communication skills.
• Team player but able to work on their own.
• Ability to communicate to customers at a variety of levels.
• Good telephone manner.
• Self starter and able to use own initiative.
• Good working knowledge of databases and queries an advantage.
• Experience with remote access software and associated technologies an advantage.

Qualifications Required

• Any IT related qualifications an advantage.
• CRM qualifications\certificates a distinct advantage.