CRM Support Engineer

As a CRM Support Engineer at Viseven Group, your primary responsibilities will include registering, describing, and processing all incoming customer requests according to SLA requirements. You'll excel in verbal and written client communication, conduct online training, and escalate issues to Level 3 support when necessary. Additionally, you're tasked with keeping clients informed about the progress of their requests and performing periodic testing of client instances to ensure all functionalities are in order.

To qualify for the CRM Support Engineer position at Viseven Group, you should have at least 1 year of experience in a technical support environment. A self-starter attitude, strong organizational skills, and detail orientation are essential. Excellent verbal and written English skills at an upper-intermediate or advanced level are necessary, as well as familiarity with ticketing software like Intercom or Jira Service Desk. Experience in CRM setup, database management, and basic knowledge of SQL or AWS will be advantageous.

At Viseven Group, we recognize that our team members are crucial to our mission. That's why we offer competitive compensation and regular performance-based salary reviews. Our employees have abundant opportunities for professional development, including participation in forums and conferences, and access to English courses to enhance communication skills, all designed to support career advancement within the company.

As a CRM Support Engineer at Viseven Group, you'll enjoy a friendly and supportive work environment that encourages collaboration and innovation. We believe in maintaining a comfortable, fully equipped office space to foster productivity. Employees also have the flexibility to work from home, ensuring a great work-life balance while contributing to exciting projects in the Pharma and Life Sciences industry.

Viseven Group offers a comprehensive benefits package to ensure employee satisfaction and well-being. This includes competitive compensation, medical insurance, paid time off that accumulates with service length, and family leave for important life events. Regular team-building activities also help maintain a positive work culture, making it a great place to grow your career.

When answering this question, highlight a specific situation where you identified a problem, analyzed the details, and implemented a solution. Explain your thought process and how you ensured customer satisfaction through effective communication. Provide metrics to quantify your success where possible.

To prioritize multiple requests effectively, discuss your approach to assessing the urgency and impact of each issue. Explain any tools or methods you use for tracking requests, such as ticketing systems, and emphasize your high degree of organization and time management to tackle urgent issues first.

Express your passion for technology and how it intersects with improving healthcare and patient outcomes. Highlight any relevant experience or interest in the Pharma sector and how the potential to impact lives motivates you in this role.

Detail your experience with CRM software, covering specific tasks such as setup, administration, and troubleshooting. Discuss any projects where you've significantly improved system efficiency or user satisfaction, showing your ability to leverage CRM tools effectively.

Talk about specific organizational habits that work for you, such as using task management tools, creating daily to-do lists, or employing calendar reminders. Stress the importance of maintaining an orderly workflow and how this helps you meet SLAs and client expectations.

Detail your strategy for effective client communication, highlighting the importance of clarity and timeliness. Mention how you keep clients updated and ensure they understand the steps being taken to resolve their issues to build trust and rapport.

Discuss any experience you have with database management tasks, such as importing/exporting data or mapping data fields. If you have worked with specific database tools, mention them, and share how you have utilized these skills to support customer requirements.

Explain your process for identifying the root cause of the request, including how you would communicate with both the customer and the external vendor. Emphasize your commitment to timely updates and resolutions, even when third-party involvement is necessary.

Identify key skills such as technical acumen, strong problem-solving abilities, effective communication, and an eye for detail. Relate these skills back to how they help ensure high-quality support and efficient resolution of client issues.

Highlight your commitment to continuous learning through specific examples. Discuss resources you leverage such as online courses, webinars, or industry conferences, and how this self-starter attitude enhances your performance in your role.