What are the responsibilities and job description for the CRM Support Analyst position at ASSYST, Inc.?
ASSYST is seeking a CRM Support Analyst to provide support to users experiencing issues with the Customer Relationship Management (CRM) system for our client in Austin, TX
Job Type: Contract (C2C/Corp to Corp or 1099)
Job Location: Austin, TX (Fully Remote)
Responsibilities:
ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law
Job Type: Contract (C2C/Corp to Corp or 1099)
Job Location: Austin, TX (Fully Remote)
Responsibilities:
- Provide technical support to CRM users, ensuring timely resolution of software-related issues.
- Troubleshoot system problems and escalate complex issues as needed.
- Develop, maintain, and deliver user training programs for CRM software.
- Create and manage communication materials for CRM product teams.
- Collaborate with multiple stakeholders to influence software development and enhancements.
- Maintain and contribute to knowledge base articles for CRM systems.
- Monitor, review, and resolve software support incidents with a focus on customer satisfaction and meeting service level agreements (SLAs).
- Write, edit, and review support operating procedures and ticket responses.
- Conduct and document User Acceptance Testing (UAT) for CRM software releases.
- Ensure all issues and enhancement requests are accurately recorded and updated in a timely manner.
- 5-7 years of experience in a relevant field.
- Experience working for an Education agency or Department of Education is preferred.
- Must have 4 years of experience using Atlassian Jira Products (Service Desk and Software).
- Must have 4 years of experience in end-user testing of software releases.
- At least 2 years of experience using Zendesk Help Desk (Preferred).
- At least 2 years of experience using MS Modern Requirements (Preferred).
ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law
