Lead Coordinator Technical Customer Support

Associate CRM Analysts are required to have basic knowledge in commercial business functions, especially in sales and customer service. They will support the systems the Endoscopy Commercial Systems team manages. Associate CRM Analysts will work directly with end users to train and resolve issues. They will partner with CRM Analysts on the team to process system administration tasks and ensure data integrity.

RESPONSIBILITIES
• Provide tier 1 user support
• Manage Support Case queue
• Assist in testing and creating test cases
• Assist in preparing files for data loads
• Assist in user setups
• Facilitate communication with cross-functional teams
• Ensure quality of business administration tasks
• Partner with CRM Analysts on tier 2 user support, and triaging escalations

PHYSICAL REQUIREMENTS
• Good level of energy
• Ability to type and spend long hours in front of a computer and mobile app screens

MENTAL REQUIREMENTS
• Good written and oral communication skills
• Good judgment with the ability to make timely and sound decisions
• Effective interpersonal skills & ability to deal effectively with diverse individuals at all organizational levels
• Versatile, flexible, and willing to work within constantly changing priorities with enthusiasm
• Ability to work independently and as a member of various teams and committees
• Ability to focus while working remotely

SKILLS/EXPERIENCE REQUIRED
• Strong service mentality
• Strong organizational and problem-solving skills
• Experience in data entry and technical troubleshooting
• Proficiency in Microsoft Excel, Word, and Outlook
• Ability to manage priorities and workflow

EDUCATION/TRAINING REQUIRED
• B.A and B.S. in business or related field of study with 1+ years of professional experience – Preferred
• Experience working in Salesforce.com – Preferred