CRM Specialist

Description

Peak Support is seeking an experienced CRM Platform Specialist to join our dynamic and growing team. As a CRM Specialist, you will be responsible for the administration, maintenance, and optimization of our multi-tenant CRM platforms, ensuring it runs smoothly and efficiently. You will work closely with different departments and clients to understand their needs and provide solutions to meet their requirements.


Responsibilities:

Manage and maintain the CRM platforms, including setting up and customizing the platform to meet the needs of different departments
Ensure high availability and performance of the platform by performing regular checks and troubleshooting any issues that arise
Collaborate with different departments to understand their requirements and provide solutions using CRM native features, along with 3rd party technologies
Implement new features and functionalities as needed
Ensure data security and privacy by following best practices for data management and implementing necessary security measures
Provide training and support to end-users as needed
Stay up to date with new CRM releases and industry best practices

Peak Support and our Work-from-Home PLUS model


At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our tea ---------- mbers.


We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our tea ---------- mbers to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.


Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote tea ---------- mbers.



Requirements

3+ years of experience in a similar role
1-3+ years advanced knowledge of CRM implementation and optimization
Strong understanding of CRM platforms such as Zendesk, HubSpot, Intercom, Gladly, Gorgias, Salesforce, Kustomer, etc., and their features is required; Native AI offerings would be a plus
Must-have: Proven telephony expertise in a contact center environment, with experience in call routing, IVR design, and call quality monitoring
Strong understanding of omni-channel solutions such as Zoom CC, Five9, 8x8, Genesys, Avaya, NICE, etc. would be helpful
Strong problem-solving and analytical skills
Excellent communication and interpersonal skills
CRM Platform certifications preferred but not required (Certifications will be achieved once hired)
Experience in a BPO or call center a plus
Experience with other CRMs and/or omnichannel CX platforms a plus