Senior CRM Support Officer
Permanent
Remote or Hybrid (Birmingham/Liverpool/Cardiff)
£27,000
Charity
Our client, a national Charity, are seeking an experienced and dynamic Senior CRM Support Officer to join their team. This pivotal role is responsible for supporting the onboarding and ongoing user experience of their Microsoft Dynamics 365 CRM system, known internally as CHIP. The ideal candidate will demonstrate a strong ability to deliver high-quality user and application support, ensuring users across the organisation can maximise the system's functionality to meet their business needs.
Key Responsibilities as Senior CRM Support Officer:
1. Lead the onboarding and induction of new users to the Microsoft Dynamics 365 CRM system.
2. Provide expert first and second-line user support across multiple channels, including Microsoft Outlook, Viva Engage, and the IT ticket system, ensuring timely responses within agreed timeframes.
3. Facilitate one-on-one and small group meetings via Microsoft Teams to gather user feedback, identify system errors, and address user requirements.
4. Utilise system knowledge and diagnostic techniques to offer tailored advice and guidance, managing user expectations effectively.
5. Escalate system errors to the CRM and IT teams, or third-party developers as necessary.
6. ...