Help Desk, Tech Support - CRM Application
UpStream Global Services - Aurora, CO

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We have an immediate opportunity for an Administrative Support Specialist for an immediate opportunity in Aurora, CO. This position provides administrative support such as setting data visibility and application access as well as providing 'how to' instructions to our end users. Our client utilizes a Siebel CRM system to manage and support most aspects of the sales process. A CRM Support team is in place to assist approximately 2500 end users with issues ranging from access levels to complex 'how to' questions. There are various types of groups using the CRM tool, but the prominent user group supported by the CRM Support Team includes Commercial Sales Representatives.

The CRM Support Team members are responsible for answering phone calls in a queue environment, addressing emails, and handling other projects as necessary.

Common Tasks:
: Maintain Availability in phone queue, answering questions ranging from how to find data in the CRM to more complex questions regarding job pricing.

: Monitor the Email queue to provide timely responses to questions/issues provided via email.

: Document calls through a ticketing system to track issues received via phone queue.

: Document complex procedures for distribution to the field as desk aides.

: Assist sales personnel with complex jobs.

: Provide access rights to CRM including data setup for new users.

Necessary Skills - Soft

: Analytical - The team answers a variety of questions throughout any given day. A candidate needs to have the ability to analyze and solve problems with a high degree of accuracy. The position is not a data entry type role, so a candidate must be able to assess issues quickly and provide solutions.

: Reliable - The team operates in a call center environment so reliability is required. A candidate must be able to arrive on time and work the designated hours.

: Self Motivated - A potential candidate should show a desire to learn and progress without constant attention.

: Personable - The team supports users who range from computer savvy to computer challenged. A potential candidate should be able to communicate to both groups in a patient and friendly way to address the question/problem posed by the end user.

Necessary Skills - Technical

: Microsoft Office - A potential candidate should be a strong user with the following tools;

: Microsoft Excel - A candidate should be familiar with simple formulas such as "SUM()", "COUNT()", and "VLOOKUP()". The candidate should be familiar with using Excel spreadsheets to analyze lists of data.

: Microsoft Word - A candidate should be able to use Microsoft Word to draft "How to" documents for the end users, and should have strong writing skills.

: Microsoft Outlook - A candidate should be able to use Microsoft Outlook to manage and send emails.

: CRM Experience - A candidate should have some knowledge or experience with a CRM Tool such as Siebel or SalesForce.com.

: Call Center Experience - The largest component of the job would include taking phone calls in a queue environment and documenting the received calls.

For immediate consideration:
Lisa

UpStream Global Services Division

Reply to: projects@upstreamgs.com

www.upstreamgs.com

UpStream Global Services - 21 months ago - save job