CRM Support Representative

AmeriLife Crm Support Representative

The CRM (GoGuru) Support Representative is responsible for providing responsive, professional, and effective support to users of the GoGuru CRM system. This role ensures customer inquiries are resolved quickly and accurately while maintaining a high level of client satisfaction. The representative will address questions via chat, email, and phone, troubleshoot product issues, and escalate complex cases when needed. By serving as the frontline of support, this role plays a key part in ensuring the overall success and adoption of the GoGuru CRM.

Key Responsibilities:

• Respond to customer inquiries via chat, email, and phone with professionalism and clarity.
• Troubleshoot product issues and provide step-by-step resolutions.
• Manage and resolve support tickets efficiently, ensuring timely follow-ups and closures.
• Escalate complex or unresolved issues to appropriate internal teams.
• Document all customer interactions and solutions accurately in the ticketing system.
• Stay up to date on product features and updates to provide informed support.

Qualifications:

• Prior experience in customer support, technical support, or help desk role preferred.
• Strong communication skills, both written and verbal.
• Ability to troubleshoot technical issues with patience and clarity.
• Organizational skills with the ability to manage multiple inquiries simultaneously.
• Proficiency with CRM systems or similar technology platforms.
• Problem-solving mindset and ability to escalate appropriately when needed.

Work Environment:

This is a full-time position that may require collaboration with other departments including CRM Development, Sales, and Training. The role can be remote or office-based, depending on business needs, but will involve frequent communication with both internal staff and external users.