Job Description:
Location: Kingdom of Saudi Arabia (KSA)
Experience Required: 5+ Years
Employment Type: Full-time
About the Role
We are looking for experienced and detail-oriented Senior CRM Support Specialists to join our team in the Kingdom of Saudi Arabia. In this role, you will be responsible for ensuring the smooth operation, maintenance, and optimization of our CRM systems. You will provide expert-level support, monitor system performance, troubleshoot issues, and manage user requests through established ticketing systems. This role is ideal for professionals with strong CRM administration experience and a proactive approach to systems support and user engagement.
Key Responsibilities
- Provide expert-level support for Microsoft Dynamics CRM and other CRM platforms, ensuring optimal system performance and reliability.
- Administer CRM systems, including user account management, security roles, configurations, workflows, and data integrity maintenance.
- Monitor CRM system performance, diagnose issues, and proactively resolve application errors, performance bottlenecks, and outages.
- Manage and prioritize incoming user requests, incidents, and service tickets through ticketing systems, ensuring timely resolution and high-quality support.
- Collaborate with cross-functional teams (IT, business units, vendors) to address system enhancements, upgrades, and integrations.
- Perform regular audits, data quality checks, and system maintenance tasks to ensure CRM data accuracy and system health.
- Document system configurations, issue resolutions, support processes, and user guides.
- Assist with user training, onboarding, and knowledge sharing to enhance CRM adoption and usability.
- Stay informed about new CRM features, updates, and best practices to continuously improve support capabilities.
- Escalate unresolved technical issues to the development team or vendor support where necessary, ensuring proper follow-up and resolution.
Required Skills and Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field.
- 5+ years of professional experience in CRM system administration and support (Microsoft Dynamics CRM or similar platforms).
- Strong expertise in CRM administration, including user and security management, workflows, and configuration management.
- Proven experience in system performance monitoring, diagnostics, and troubleshooting.
- Hands-on experience working with ticketing systems (such as ServiceNow, Jira, Zendesk, or similar).
- Solid understanding of CRM data models, business rules, and system architecture.
- Strong problem-solving skills and ability to analyze and resolve technical issues effectively.
- Excellent communication and interpersonal skills, with the ability to interact with both technical and non-technical users.
- High attention to detail and a proactive, service-oriented mindset.
