CRM Support Team Lead

2 days ago

Central Region, Singapore Private Advertiser Full time $90,000 - $120,000 per year

Purpose of job:

We are seeking a CRM Support Team Lead to manage and handle issues raised by business users. The ideal candidate should:

1)    have experience leading a small team

2)    have experience in system design and architecture

3)    be hands on resolving L1/L2 tickets with the team

4)    lead the team to prioritise issues, design workarounds & solutions

5)    work with vendor to implement permanent fixes for issues and perform robust UAT tests to ensure that the solutions work as expected

Accountabilities, responsibilities and main duties:

Job responsibilities

  • Level 1 & Level 2 Support for our MS Dynamic CRM
  • Perform root cause analysis for system errors, performance issues, or failed integrations
  • Review and classify issues into problems for vendor to fix
  • Prioritise issues and coordinate with vendor to fix issues
  • Review vendor solutions to ensure they adequately resolve problems without gaps
  • Manage system configurations, including user roles, security roles and permissions
  • Analyse and resolve integration (API) issues with other third-party applications (e.g. HR, HubSpot, legacy systems) or internal systems
  • Perform UAT tests and validation on Dynamics 365 customizations before Vendor deploys them to production
  • Document and maintain troubleshooting steps, known issues, and common resolutions for team knowledge base
  • Provide training to users on new features, system updates, or best practices
  • Any other ad-hoc duties assigned

Technical requirements:

  • Experience in MS Dynamics CRM
  • Experience in .Net, C#, and SQL scripts
  • Experience with MS PowerAutomate & PowerBI
  • Basic experience using development tools like Postman, Azure DevOps is preferred
  • Basic experience with Web Servers like IIS and Nginx is preferred
  • Basic experience with JavaScript, jQuery, HTML & CSS is preferred

Snapshots of our ideal candidate:

  • Possesses minimum Degree in IT or Computer Science
  • 5 years' work experience
  • Strong analytical and problem-solving skills
  • Able to work with in a team and individually
  • Possess a can-do attitude and takes initiatives for changes
  • Have a customer centric attitude to help resolve problems promptly
  • Able to work under stress and stringent timelines

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