Job Description
CRM Support Technician
Elland (Onsite)
Up to £35,000 + Benefits
Your new role
As a CRM/ERP Support Technician, you will work closely with our existing team of CRM/ERP Administrators to provide first-line support to users globally. Resolving day-to-day issues and maintaining data quality through regular audits and cleansing. You'll manage user access, assist with basic system configurations, and support the roll-out of new features. The role involves creating user documentation, delivering training, generating reports, and gathering feedback to drive continuous improvement. Strong communication skills are essential, as you'll act as a link between end users and technical teams, ensuring smooth operation and adoption of the CRM/ERP systems.
Responsibilities
Keep ERP and CRM users moving by picking up, prioritising and resolving a high volume of tickets, from simple "how do I…?" questions through to more complex admin and configuration tasks.
Act as a trusted first line of support for colleagues across sales, operations, purchasing, finance and other teams, choosing the right way to communicate and keeping users updated on progress.
Play a key role in importing and maintaining data, including exhibition leads and other prospect lists, so that sales teams have accurate information to work with.
Help us embed and stabilise a new CRM environment, getting up to speed quickly and contributing feedback as we roll out new processes and tools.
Spot recurring issues and opportunities to improve, documenting fixes and creating clear, user-friendly guides so the wider business can self-serve where appropriate.
Stay organised when priorities change, making clear decisions about what needs to be done first and flagging anything that could pose a risk to the business.
Work closely with a small, busy team where everyone rolls up their sleeves, shares knowledge and supports each other through peaks in demand.
Experience needed
Clear experience working with ERP and/or CRM systems in a support, admin or superuser capacity, with a real focus on CRM and user experience.
Evidence that you've handled a high volume of tickets or tasks, kept on top of your workload and managed changing priorities.
Strong communication skills, both written and verbal, with the confidence to support users at different levels of the business, including colleagues whose first language isn't English.
Proven problem-solving skills: you're curious, ask good questions and enjoy working through issues to find the root cause rather than just a quick fix.
Confident using Microsoft Office tools, particularly for tracking, reporting and creating simple documentation.
Real attention to detail, especially when working with data, updating records in bulk or producing user guides and process notes.
A resilient, agile mindset - you're comfortable in a fast-paced environment where plans can change and you're trusted to manage your own workload.
Benefits
A subsidised on-site gym, available for all colleagues.
Flexible start and finish times to fit around you and your lifestyle.
Enhanced Maternity, Paternity and NICU pay.
25 Days holiday plus bank holidays with the option to buy more.
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