CRM specialistInsight Enterprises

CRM Specialist
Pasig City - Philippines
Position Overview
The CRM Specialist is responsible for providing first tier support for Insight's CRM. As a CRM Specialist, you are the front-line support for Insight North America's and Asia Pacific's end users (teammates). In this role, you will respond to teammate inquiries via ServiceDesk, open support meetings, phone, email, and chat to resolve their issues in a thorough, yet expediated manner.
What will you do at Insight
Performs CRM and general computer troubleshooting with affected teammates
Identify problems either through end user walkthrough, troubleshooting locally, or engaging with partners
Troubleshoot and diagnose escalated problems by evaluating multiple options using checklists and guides
Determine the most efficient way to resolve the problem, all while focusing on keeping within the acceptable service-level agreement
Escalate service problems and issues to the relevant support tier or partner
Ability to identify trends and gaps to proactively help the CRM team provide a better teammate experience
Optimize the support process to provide more self-service, reduce tickets, and provide quality and timely resolutions
Maintain knowledge of new technologies resulting in continued teammate satisfaction
Maintain knowledge of business processes to be able to speak from the perspective of the teammate
Create documentation and troubleshooting guides for common issues or scenarios
Assist with quality assurance (QA) testing of new functionality
Key business process (KBP) validation after a release
Daily maintenance and updating of CRM object data in mass
Supporting the administrator in web message monitoring with CRM integrations
Other duties as assigned
What you'll need to join Insight
Bachelor's degree (B.A./B.S.) in Marketing, Business, or Technology preferred
Experience providing functional or technical customer service
Proven 2 years supporting a CRM system
Strong verbal and written communication skills with ability to speak to individual contributors up to executives
Ability to take direction and follow practices and procedures consistently and accurately
Ability to work independently as well as in a team environment
Ability to multitask with strong organizational and time management skills
Experience with Microsoft Office productivity suite
Experience with Power Apps, SAP Sales Cloud, and SQL Server is favorable, but not required
About Insight
Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology SolutionsTM and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com.
Founded in 1988 in Tempe, Arizona
11,000+ teammates in 21 countries providing Insight Intelligent Technology SolutionsTM for organizations across the globe
$9.2 billion in revenue in 2018*
Ranked #430 on the 2019 Fortune 500, #14 on the 2019 CRN Solution Provider 500
2019 Adobe Americas Partner of the Year, 2019 Cisco Global-Americas Partner of the Year, 2019 Intel IoT Solutions Partner of the Year, Microsoft U.S. Azure Partner Choice Award for Data/AI, Microsoft Azure Expert Managed Services Provider
Ranked #23 on the 2019 Fortune 50 Best Workplaces in Technology, #70 on the 2019 Fortune 100 Best Workplaces for Diversity, and #7 on the Phoenix Business Journal 2019 list of Best Places to Work (Extra Large Business)
Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance Proforma to include PCM, Inc. for fiscal year ended Dec. 31, 2018
Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law. Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com.
Insight Enterprises

Pasig City, Metro Manila
Permanent
Full-time