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CRM Systems Administrator

Toronto, ON, Canada
Job ID: 42934

Description

CRM Systems Administrator - Freshworks

Do you crave the creativity and freedom of a startup but the stability of a large, established company?
Are you seeking the autonomy to take risks, make decisions and drive business success?
Do you want to accelerate your career to the next level? 
 

Ingram Micro Cloud, a business unit of Ingram Micro, powers the world’s largest cloud marketplace and is committed to helping our partners accelerate their digital business success by leveraging our hyper-scale platform technology, the infinite ecosystem of cloud solutions from the biggest innovators in the tech industry, and go-to-market support and resources to increase adoption and growth. With proven proficiency in SaaS, IaaS, IoT, security, and XaaS technologies, we invite visionaries to join our team and make an impact on this fast-growing industry. 

This role will be a part of a centralized Customer Support Governance team that will design, develop and implement the supporting functions within Customer Support.  The CRM Administrator will be responsible for directing, planning, organizing, and coordinating all aspects of the Support ticketing system within the Customer Support department.   

This role will be responsible for partnering with each regional Support delivery team, to understand their needs, develop and implement system changes along with tracking change progress. 

Primary Responsibilities  

  • Responsible for supporting the day-to-day operations and upkeep of the CRM (Freshworks) instance. 
  • Instance configuration & management - spin up / spin down, ticket routing, notifications, macro responses, agent groups, and user organization management 
  • Responsible for the implementation of new features and functionality, maintenance, audit, and administration.  As well as integrations with other business software applications.  
  • Administer CRM to optimize the effectiveness of team usage. 
  • Manage a queue of operational requests prioritizing against evolving business priorities 
  • Troubleshoot and resolve any software performance issues Identify operational weaknesses and help improve or innovate new processes. 
  • Support and maintain the system integrations with our other business systems 
  • Managing new feature deployments, internal testing, and rollout of changes across all teams 
  • Maintain CRM contact data records for the organization, overseeing data cleansing and update initiatives, and looking for continuous improvement to increase the functionality and accuracy of the data held within it to meet the business requirements, linking closely with the membership team. 
  • Maintain integrations with 3rd party solutions 
  • Create and maintain technical documentation on CRM instance 

Experience  

  • Strong understanding of core CRM functionality module, brands, Groups, User Roles, Ticket forms, Triggers, Automations, SLAs etc. 
  • Ability to effectively communicate technical information to non-technical users, and translate feedback from non-technical users into actionable configuration items 
  • Ability to prioritize user requests effectively and manage user expectations 
  • Ability to balance attention to detail with expeditious execution in a fast-paced environment Working 
  • Passion for driving exceptional customer experience 
  • 4+ years of experience in CRM Administration. 
  • BA/BS Degree or equivalent experience required. 
  • Excellent analytical, interpersonal, and communication skills, with a demonstrable bias toward action. 
  • Strategic thinker with the ability to create and convey a holistic view of all things CRM to Ingram Leadership 
  • Ability to work through ambiguity and thrive in a rapidly changing business environment. 

Due to COVID-19, our office associates are currently working from home. Keeping in mind the overall health and safety of our associates and candidates, we’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely

Ingram Micro is an inclusive Equal Employment Opportunity employer, with a focus on Diversity, Equity & Inclusion. We consider applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disability, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please reach out to the Talent Acquisition Specialist/Job Poster and identify the type of accommodation or assistance you are requesting. We will try our best to make these accommodations. Please do not include any medical or health information in this email.

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