CRM Support Team Lead

Jobstreet SG; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading job platform in Singapore is seeking a CRM Support Team Lead to manage the support team and address issues raised by business users effectively. The ideal candidate should have a degree in IT, at least 5 years of related experience, and expertise in MS Dynamics CRM. This role involves providing comprehensive support, performing root cause analysis, and training users on system updates. A proactive approach and excellent problem-solving skills are necessary for success in this position.

Qualifications

• 5 years’ work experience in IT or related field.
• Experience in resolving L1/L2 tickets.
• Hands-on experience in system design and architecture.

Responsibilities

• Provide Level 1 & Level 2 Support for MS Dynamics CRM.
• Perform root cause analysis for system errors.
• Manage system configurations, including user roles.

Skills

Team leadership

Problem-solving

Customer service

Analytical skills

Education

Degree in IT or Computer Science

Tools

MS Dynamics CRM

PowerAutomate

PowerBI

.Net

C#

SQL

Postman

Azure DevOps

Job description

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 system design and architecture
• be hands on resolving L1/L2 tickets with the team
• lead the team to prioritise issues, design workarounds & solutions
• 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

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