CRM Support Technician

HUB International is a leading global insurance and employee benefits broker, dedicated to supporting the aspirations of individuals and businesses. They are seeking a CRM Support Technician to provide first-level technical support for the Microsoft Dynamics 365 Sales platform, assist users with CRM functionality, troubleshoot issues, and maintain data integrity.

Responsibilities

• User Support: Serve as the first point of contact for users experiencing issues with Dynamics 365 Sales. Respond to inquiries and resolve common problems related to system functionality, workflows, and user access
• Troubleshooting: Provide initial troubleshooting for CRM and Power Platform issues, including login errors, UI problems, workflow disruptions, and minor configuration issues. Escalate complex cases to CRM Support Specialists as needed
• System Updates & Maintenance: Assist with basic system updates and maintenance tasks, ensuring the environment is current with patches, configuration changes, and user requests
• Power Platform Assistance: Assist in the creation, maintenance, and troubleshooting of Power Automate flows connected to Dynamics 365 Sales. This includes building new flows to automate routine business processes, updating existing flows as requirements evolve, and ensuring successful flow execution by identifying and resolving errors or failed runs
• Data Management: Perform data imports/exports, validate data, identify duplicates, and assist with minor data cleanup to maintain CRM data integrity
• Documentation & Knowledge Base: Create and maintain user-facing documentation such as FAQs, troubleshooting guides, and knowledge base articles
• System Access: Assist with user management by creating, updating, and deactivating accounts while following security and permission protocols
• Reporting: Generate simple reports and dashboards for end users and assist with custom reports by collecting data and providing support on CRM-related data analytics
• Collaboration: Partner with CRM Support Specialists to support continuous improvement of sales processes and user experience

Skills

• Bachelor's degree in Information Technology, Computer Science, Business, or related field, or equivalent work experience
• 1-2 years of experience in providing support for Dynamics CRM systems
• Basic understanding of the Power Platform, including Power Automate (Flows) and its integration with Dynamics 365 Sales
• Working knowledge of Dynamics 365 Sales features such as lead management, opportunity tracking, sales pipeline, and reporting
• Familiarity with CRM workflows, security roles, and business process flows
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook) and basic reporting tools
• Ability to quickly learn new Microsoft technologies and adapt to evolving processes
• Strong written and verbal communication skills for user support and documentation
• Strong organizational and time management skills to effectively handle multiple support requests
• Certification Requirements: PL-900 – Microsoft Power Platform Fundamentals (demonstrating foundational knowledge of Power Automate, Power Apps, and related tools)
• MB-910 – Microsoft Dynamics 365 Fundamentals (CRM) (demonstrating foundational knowledge of Dynamics 365 Sales and other customer engagement apps)
• CRM System Knowledge: Foundational understanding of Dynamics 365 Sales modules, forms, views, and business rules
• Power Platform Awareness: Basic understanding of Power Automate flows, including how to build, modify, and maintain automations to support business processes within Dynamics 365 Sales
• Troubleshooting Skills: Ability to diagnose and resolve basic system issues efficiently
• Data Management: Competence in data imports/exports, validation, and maintaining data quality
• Reporting & Analytics: Ability to generate simple reports and dashboards, with basic knowledge of customization
• Communication Skills: Strong communication skills with the ability to explain technical concepts to non-technical users
• Customer Service: Strong user support focus with an emphasis on clear communication and problem resolution
• Attention to Detail: Ensure data accuracy and system integrity when managing user requests, system updates, or reports
• Documentation: Ability to create clear, concise, and user-friendly technical guides
• Collaboration: Works effectively within a team, escalating issues appropriately
• Adaptability: Comfortable learning new systems and adapting to process changes
• Hands-on experience with Power Automate, Power Apps, or Power BI within the Microsoft ecosystem
• Familiarity with advanced Power Platform concepts, including solution management, Dataverse integration, and role-based security
• Experience with Dynamics 365 Sales customization, such as form design, view configuration, and basic automation
• Experience with ITSM or project management tools (e.g., Jira, Confluence)
• Understanding of integration points with Outlook, Teams, or SharePoint
• Advanced Certifications (Preferred): PL-200 – Microsoft Power Platform Functional Consultant
• MB-210 – Microsoft Dynamics 365 Sales Functional Consultant Associate

Benefits

• Health/dental/vision/life/disability insurance
• FSA
• HSA and 401(k) accounts
• Paid-time-off benefits such as vacation, sick, and personal days
• Eligible bonuses, equity and commissions for some positions

Company Overview