CRM Support Team Lead

TLL BUSINESS MANAGEMENT SERVICES PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A business management services firm in Singapore is looking for a CRM Support Team Lead to manage Level 1 & Level 2 support for MS Dynamics CRM. The ideal candidate should have at least 5 years of experience, a relevant degree in IT or Computer Science, and strong analytical skills. Responsibilities include performing root cause analysis, managing vendor interactions, and providing user training. This role is crucial in ensuring efficient system operation and customer satisfaction.

Qualifications

• Minimum 5 years’ work experience in related fields.
• Strong analytical and problem-solving skills.
• Ability to work within a team and individually.

Responsibilities

• Provide Level 1 & Level 2 Support for MS Dynamic CRM.
• Perform root cause analysis for system errors.
• Document and maintain troubleshooting steps and resolutions.
• Train users on new features and best practices.

Skills

Team leadership

Project management

System design

Problem-solving

Customer service

Education

Degree in IT or Computer Science

Tools

MS Dynamics CRM

.Net

C#

SQL

MS PowerAutomate

PowerBI

Postman

Azure DevOps

IIS

Nginx

JavaScript

jQuery

HTML

CSS

Job description

About the role

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

• Have experience leading a small team
• Have experience in project management
• Have experience in system design and architecture
• Be willing to get his hands on resolving L1/L2 tickets with the team
• Be able to lead the team to prioritise issues, design proper workarounds & solutions

Responsibilities and main duties

• 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
• Design and perform robust UAT tests and validation on Dynamics 365 customisations 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 networking and cyber security is preferred
• Basic experience with JavaScript, jQuery, HTML & CSS is preferred

Requirements

• Possesses minimum Degree in IT or Computer Science
• 5 years’ work experience
• Strong analytical and problem-solving skills
• Able to work within a team and individually
• Possess a can-do attitude
• Takes initiative to do the right things
• Have a customer centric attitude to help resolve problems promptly
• Able to work under stress and stringent timelines
• Able to manage vendors and stakeholders well