UPS CRM Tech Support Specialist in Atlanta, Georgia

The CRM Technology Support Specialist serves as the liaison between global users, analysts, and developers for systems enhancements and production issues. He/She maintains the reporting systems used by the function. This position develops and executes test scenarios for existing and new functionalities. He/She supports the help desk and provides application support to users.

The CRM Technology Support Specialist communicates with users to clarify issues and to determine business impacts. He/She collaborates with the help desk staff and developers to communicate production issues and communicates with users to deliver solutions for enhancements, fixes, and testing. This position defines and translates production issues to discuss with developers for resolution as well as communicates user acceptance testing results to ensure proper resolution. The CRM Technology Support Specialist develops and executes test scripts to ensure test cases are operating according to expectations and analyzes and monitors test results to provide feedback to Information Technology (IT) department. He/She executes and maintains business continuity testing to ensure functionality within the disaster recovery process, as well as develops and maintains queries in the function's reporting systems to generate business reports.

Responsibilities and Duties

  • Reviews production issues to escalate and resolve issues

  • Submits tracker logs to prioritize production issues and to document developer solution activities and user communications

  • Evaluates testing environments to ensure validity

  • Reviews and evaluates business requirements to validate business needs

  • Participates in user acceptance testing to ensure proper functionality of systems

  • Verifies data to ensure accuracy

Knowledge and Skills

  • Detail Orientation: Captures/documents specific and accurate information; learns subjects thoroughly and in detail; completes work with thoroughness; supplies appropriate details when requested; maintains organized files

  • Report Generation: Possesses ability to generate simple reports using basic functions in software, and/or writing basic queries; identifies information required to complete reports and identifies existing reports generated by others

  • Technology Knowledge: Demonstrates a general understanding of technology used by the company; communicates basic technological concepts and terminology; applies standard technology in daily work

  • Master’s Degree (or internationally comparable degree) – Preferred

  • Experience with Microsoft Office products or similar software (creating formulas, pivot tables, writing queries) - Preferred

  • Experience synthesizing data - Preferred

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law

Company: UNITED PARCEL SERVICE

Category: Sales, Full-Time, Professional

Requisition Number: 178576

Location: Atlanta,Georgia