● CRM Management and Optimization:
○ Administer and optimize the CRM platform for the customer support team.
○ Configure workflows, automate repetitive tasks.
○ Ensure data accuracy and troubleshoot CRM-related issues.
● Customer Support Process Design:
○ Collaborate with support and customer success teams to define and implement efficient processes in the CRM.
○ Design escalation matrix and response workflows to improve customer support response times and quality.
● First line troubleshooting:
○ Act as the first point of contact for CRM-related technical issues faced by users.
○ Diagnose and resolve basic technical issues within the CRM.
○ Escalate more complex issues to the technical support, ensuring timely follow-up and resolution.
● Reporting and Analysis:
○ Generate and analyze reports to track key metrics, such as response time, resolution rates, and customer satisfaction scores.
○ Provide insights to improve processes and identify common issues or bottlenecks in the support process.
● User Training and Documentation:
○ Develop and deliver CRM training for new team members.
○ Create and update CRM documentation, including FAQs, troubleshooting guides, and best practices.
● Customer Insights and Feedback:
○ Collect and analyze customer feedback through the CRM to identify improvement areas in products and services.
○ Work with product and development teams to relay customer issues and participate in solution development.