CRM Business Support Specialist - 19693
Huy Tran
HR Administrator
Efterfrågade kompetenser
Om tjänsten
Role Summary
We are seeking a CRM Business Support Specialist to support the implementation and continued development of Microsoft Dynamics 365 Customer Service. The role acts as an important link between business users and CRM delivery teams, providing functional support, promoting effective platform usage, and contributing to successful CRM adoption across markets and business units.
Key Responsibilities
- Provide functional, business-oriented support to CRM users and Super Users.
- Coordinate user training, onboarding activities, and knowledge-sharing initiatives.
- Create, maintain, and improve CRM documentation, knowledge articles, and user guidance materials.
- Support CRM rollouts across markets and business units.
- Collect user needs, feedback, and improvement opportunities, and translate these into enhancement requests for CRM delivery teams.
- Promote user adoption, consistent ways of working, and continuous improvement of the CRM platform and support processes.
- Collaborate with stakeholders in an international environment to ensure that CRM solutions meet business-user needs.
Technical Stack & Requirements
- Hands-on experience with Microsoft Dynamics 365 Customer Service or comparable Microsoft Dynamics 365 CRM solutions.
- Experience providing functional support for CRM platforms in a business-facing environment.
- Experience with CRM user onboarding, training coordination, documentation, and knowledge management.
- Ability to capture functional requirements and convert user feedback into structured improvement and enhancement requests.
- Experience supporting continuous improvement initiatives related to CRM usage and adoption.
Qualifications & Experience
The ideal candidate has practical experience working with Microsoft Dynamics 365 Customer Service or a similar Dynamics 365 CRM solution. You are experienced in supporting business users and enabling them to use CRM tools efficiently in their daily work. Experience with stakeholder collaboration, user training, documentation, knowledge management, and continuous improvement is required. The role requires the ability to work independently, proactively, and effectively with international stakeholders. Fluency in English is required.