The CRM Support Specialist provides day-to-day support for the organization’s Customer Relationship Management (CRM) system (Zoho).
This position focuses on troubleshooting, user support, data quality, reporting, and assisting with system enhancements. The ideal candidate is detail-oriented, technically capable, and comfortable supporting cross-functional teams.
Key Responsibilities
- User Support & Troubleshooting
- Serve as the primary point of contact for CRM-related support requests.
- Troubleshoot issues related to workflows, permissions, dashboards, automation, and data.
- Escalate complex configuration or system-level issues to the primary CRM Administrator.
- Assist with onboarding new users and provide CRM training and guidance.
System Maintenance & Configuration Support - Support user account setup, role assignments, and access management.
- Assist with updates to fields, page layouts, workflows, pipelines, and dashboards.
- Test system updates and enhancements before deployment.
- Maintain documentation of CRM processes and internal procedures.
Data Management & Quality Control - Conduct routine data audits to ensure accuracy and completeness.
- Identify and resolve duplicate records and data inconsistencies.
- Support data imports, exports, and bulk updates.
- Assist with maintaining CRM integrations with other business systems.
- Help troubleshoot sync issues and automation failures.
- Work collaboratively with IT and external vendors when needed.
Requirements
- 1–3+ years of experience supporting or working within a CRM system.
- Experience with platforms such as Salesforce, HubSpot, Zoho, Microsoft Dynamics, or similar.
- Strong troubleshooting and analytical skills.
- Working knowledge of CRM workflows, reporting, and data structures.
- Strong attention to detail and organizational skills.
- Excellent written and verbal communication skills.
- CRM Administrator certification (or actively pursuing certification).
- Familiarity with automation tools (Zapier, Power Automate, etc.).
Key Competencies
- Technical support mindset
- Problem-solving ability
- Process-oriented thinking
- Cross-functional collaboration