Customer Portal And CRM Technical Support Rep III from Catapult Staffing

Customer Portal And CRM Technical Support Rep III

SharePoint, PeopleSoft, Salesforce

Location:

Fully Remote (within 3 hours of specified locations)

Dallas/Ft.Worth/Allen/Austin, TX

Monet/Springfield, MO

Louisville, KY/ Clark County, IN

Waterloo/Cedar Falls, IA

Role Type:

12 Month Contract-to-hire

About Our Client

Our client is a leader in providing digital transformation solutions for community banks and credit unions, enhancing user experiences in digital banking and payments. They are paving the way for the future of finance, and they need dedicated individuals to join their team in delivering cutting-edge technology solutions.

Job Description

As a Customer Portal And CRM Technical Support Rep III, you will play a crucial role in providing technical support across multiple channels to clients, associates, and team members. Your responsibilities will primarily include resolving technical issues, configuring systems, and providing training to end users. This role will transition from utilizing Oracle CRM and SharePoint to Salesforce CRM and ServiceNow in the next two years, requiring adaptability and willingness to learn new systems.

Duties and Responsibilities

- Lead and drive resolution of technical issues with support teams on various enterprise systems.

- Configure SharePoint pages and perform CRM system configurations.

- Support level II customer service representatives with issue resolution.

- Educate internal and external users on system behavior and processes.

- Perform customer support on incoming cases and communicate effectively with stakeholders.

- Research technical issues and identify root causes across different platforms.

- Collaborate with technical teams to ensure prompt issue resolution and system maintenance.

Required Experience/Skills

- Minimum of four years of experience in related field.

- At least one year of Sharepoint configuration experience.

- Some knowledge of CRM systems (like Oracle PeopleSoft, Salesforce, etc.)

- Able to research technical issues and determine root cause across many systems, tools and platforms

          Able to use support tools to identify or recreate customer issues.

          Able to identify and resolve application and service issues.

- Some knowledge of ticketing systems (like Oracle Peoplesoft, ServiceNow, Salesforce, Jira)

- Some knowledge of Active Directory, users and groups

- Able to learn internal/external tools like product alerts, document repositories, LMS as needed

- Experience with CRM support and/or configuration

- Exercises good judgment in selecting methods and techniques for obtaining solutions.

- General familiarity with DevOps practices. Some knowledge of software development life cycle (SDLC), development, testing (QA/UAT) and deployment, may have some software project experience

Nice-to-Haves

- Bachelor’s degree in a related field preferred.

- Experience in customer support and technical education.

- Ability to effectively communicate technical concepts to various audiences.

- Strong organizational and decision-making skills.

- Comfortable navigating diverse software environments and collaborating with technical teams.

Education:

Bachelor’s degree preferred

Pay & Benefits Summary

Remote Work: Fully remote position, with occasional overnight travel required.

Work Hours: Either 7am – 4pm CT, 8am – 5pm CT, or 9am – 6pm CT

Apply Now and join a dynamic team at the forefront of digital transformation in banking!