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    Regional CRM Support

    Full-Time
    , Thailand
    Posted: December 30, 2024
    Position Details

    What you’ll be doing


    Ticket Management and Primary Support

    • Act as the primary contact for global Microsoft Dynamics CRM support, handling basic inquiries, simple tickets, and general system guidance.
    • Categorize tickets by complexity, resolving routine issues and escalating complex ones to regional or 2nd Level support as needed.
    • Use knowledge base resources to address minor malfunctions, missing features, or user errors.


    Escalation and Follow-Up

    • Escalate complex issues requiring advanced expertise, ensuring detailed documentation (e.g., screenshots, logs) accompanies escalations.
    • Monitor escalated cases to ensure timely resolution and update users as necessary.


    Documentation and Knowledge Sharing

    • Maintain accurate records in the ticketing system and contribute to the CRM knowledge base with articles addressing frequently encountered issues.


    Collaboration with Support Teams

    • Coordinate effectively with regional and 2nd Level support teams to ensure seamless issue handoffs and collaborative problem resolution.


    User Guidance and Customer Service

    • Provide end users with basic guidance on system use, simple tasks, and common troubleshooting.
    • Ensure a customer-first approach in all interactions, providing prompt and supportive assistance.


    What skills & experience you’ll bring to us


    • Proven Knowledge of the core functionalities Microsoft Dynamics CRM focusing on basic troubleshooting and common user issues.
    • Experience in a helpdesk or 1st Level Support role, ideally with CRM systems or other enterprise software.
    • Strong communication skills and a customer-first approach, ensuring users are satisfied with the support they receive.
    • Strong proficiency in English (other regional languages are a plus), to effectively interact with end users. Spanish skills are a plus, but not necessary.
    • Ability to efficiently log, track, and manage support tickets using a ticketing system, with a focus on documenting and escalating cases appropriately.
    • Ability to swiftly address routine technical issues and exercise sound judgment in identifying cases requiring escalation.
    • Ability to work collaboratively with global and regional teams, ensuring smooth escalations and issue resolutions.



    Skills
    CRM Systems
    Communication skills
    Customer Service

    Functions
    Sales

    Job Overview

    Job Type:

    Full-Time


    Company

    Rhenus Logistics  logo

    Rhenus Logistics

    19 active jobs

    Industry:

    Other

    Ready to Apply?

    Submit your application now and take the next step in your career journey.

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