CRM Support Specialist

Vintti is a strategic staffing agency that enhances the competitiveness of US businesses. By connecting SMBs, startups, and firms with highly skilled Latin American professionals, we offer a cost-effective solution to talent acquisition. Our model allows companies to access top-tier expertise at rates that significantly reduce overhead costs, enabling businesses to allocate resources more efficiently and boost their bottom line.

A CRM Support Specialist plays a crucial role in ensuring the efficient operation and maintenance of customer relationship management (CRM) systems within an organization. This role involves providing technical support and troubleshooting assistance to users, ensuring data integrity, and facilitating user training sessions. CRM Support Specialists also collaborate with various departments to optimize system configurations, develop customized reports, and implement enhancements. Their key objective is to maximize the system's effectiveness, thereby enabling improved customer interactions and data-driven insights to support business growth and customer satisfaction.

- Bachelor's degree in Information Technology, Business Administration, or a related field.
- Minimum of 2 years of experience in technical support or CRM administration.
- Strong understanding of CRM systems and software, such as Salesforce, Microsoft Dynamics, or HubSpot.
- Proficiency in CRM system configuration and customization.
- Experience with data management, including data imports, exports, and data integrity checks.
- Excellent troubleshooting and problem-solving skills.
- Strong communication skills, both written and verbal.
- Ability to conduct effective training sessions and workshops.
- Proficiency in using support ticketing systems.
- Experience generating and analyzing CRM reports.
- Knowledge of best practices in CRM usage and support.
- Ability to work collaboratively with IT and development teams.
- Customer service-oriented mindset with a focus on providing high-quality support.
- Familiarity with CRM software upgrades and new feature adoption.
- Detail-oriented with strong organizational skills.
- Ability to manage multiple support requests simultaneously.
- Experience in documenting support processes and creating user guides.
- Capable of staying updated with the latest CRM trends and technologies.
- Certification in relevant CRM platforms is a plus.
- Ability to evaluate and act on user feedback.

- Respond to and resolve customer inquiries and issues related to CRM systems.
- Provide technical support and guidance on CRM system functionality.
- Assist in the configuration and customization of CRM software.
- Conduct training sessions for new CRM users.
- Monitor CRM system performance and troubleshoot issues.
- Collaborate with IT and development teams to resolve technical challenges.
- Create and maintain documentation of support processes.
- Perform regular data integrity checks.
- Assist with data imports, exports, and cleanup.
- Generate and analyze CRM reports.
- Communicate software upgrades and new features to users.
- Facilitate communication between users and vendors for technical issues.
- Assist with the development of CRM best practices.
- Evaluate user feedback to improve support services.
- Participate in CRM system testing during upgrades.
- Track and document support requests in a ticketing system.

The ideal candidate for the CRM Support Specialist role is a highly skilled and experienced professional with a Bachelor's degree in Information Technology, Business Administration, or a related field and at least 2 years of solid experience in technical support or CRM administration. They possess a deep understanding of CRM systems, such as Salesforce, Microsoft Dynamics, or HubSpot, and demonstrate proficiency in CRM system configuration, customization, and data management. With excellent troubleshooting and problem-solving abilities, they can effectively address and resolve technical issues while maintaining outstanding customer service standards. They exhibit strong communication skills, both written and verbal, allowing them to conduct compelling training sessions and workshops and to translate complex technical concepts into accessible information for non-technical users. Detail-oriented and organized, they are adept at managing multiple support requests simultaneously and maintain a high level of documentation accuracy. The ideal candidate is proactive, self-motivated, and possesses a collaborative mindset, ensuring seamless interaction with IT and development teams. They stay current with the latest CRM trends and technologies and are capable of fostering a positive and professional attitude while demonstrating patience and empathy in user interactions. A certification in relevant CRM platforms is a bonus, enhancing their already outstanding profile with formal validation of their skills. Ultimately, they are adaptable, quick learners with a keen passion for technology and a commitment to continuous improvement, always striving to exceed user satisfaction and contribute effectively to the organization’s CRM strategies.

- Respond to and resolve customer inquiries and issues related to CRM systems via phone, email, or chat.
- Provide technical support and guidance to CRM users on system functionality and features.
- Assist in the configuration and customization of CRM software to meet users’ specific business needs.
- Conduct training sessions and workshops for new CRM users to ensure proper adoption and usage.
- Monitor CRM system performance and troubleshoot issues as they arise.
- Collaborate with IT and development teams to address and fix escalated technical challenges.
- Create and maintain documentation of support processes, system configurations, and training materials.
- Perform regular data integrity checks and assist with data imports, exports, and data cleanup.
- Generate and analyze CRM reports to provide insights and recommendations to business stakeholders.
- Stay updated on CRM software upgrades and new features, and communicate relevant changes to users.
- Facilitate communication between CRM users and vendors to address technical issues and system enhancements.
- Assist with the development and implementation of CRM best practices and usage guidelines.
- Evaluate user feedback to continuously improve support services and CRM system functionality.
- Participate in CRM system testing and validation during upgrade or implementation projects.
- Track and document support requests and resolutions in a ticketing system to ensure transparency and continuity.

- Strong problem-solving abilities
- Excellent communication skills
- Ability to work well under pressure
- Proactive and self-motivated
- Strong attention to detail
- Customer-focused mindset
- Collaborative team player
- Ability to adapt to changing priorities
- Strong organizational skills
- Quick learner with a passion for technology
- Ability to explain technical concepts to non-technical users
- Patience and empathy when dealing with user issues
- Strong analytical skills
- Commitment to continuous improvement
- Strong work ethic and reliability
- Positive and professional attitude
- Ability to go above and beyond to ensure user satisfaction

- Competitive salary range: $60,000 - $80,000 per year
- Comprehensive health, dental, and vision insurance plans
- 401(k) retirement plan with company match
- Generous paid time off (PTO) and holiday schedule
- Opportunities for professional development and career growth
- Reimbursement for relevant certifications and training programs
- Flexible work hours and remote work options
- Employee wellness programs and initiatives
- Collaborative and inclusive work environment
- Monthly team-building activities and social events
- Tuition assistance program for further education
- Access to the latest CRM tools and technologies
- Company-sponsored volunteering and community service opportunities
- Employee assistance program (EAP) for personal and professional support
- Life and disability insurance coverage
- Employee recognition and rewards program
- Subsidized gym membership or fitness classes
- Commuter benefits and transportation subsidies
- Discounted company products and services