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User Application Support

Date Posted: 08-02-2018
Job Summary
The User Application Specialist- CRM is responsible for the guidance of CRM Platform cross-functional users in CRM navigation and with troubleshooting / fixing user incidents, project management of tickets of open issues by communicating with an extensive matrix of support teams with the end goal of resolving all user tickets as quickly as possible. The UAS-CRM will be receiving tickets in a help desk tool, diagnosing if the issues is a training gap, data issue or technical bug, then managing issue closure. Extensive use of Helpdesk ticketing, email, instant messaging and phone in providing customer service is required. Focus of the UAS-CRM will be putting the US CRM end user customer first, ensuring they know they have a lifeline to someone who can fix their CRM issues or who can find someone who will. As a member of the SOS – CRM Team, workload will be supported on a rolling schedule 40 hour per week basis to cover 7a-7p Weekdays with rotations in best effort overtime on weekends and remote hours are available. Ticket volumes can vary and projects will also be provided when ticket volumes lower.
Key responsibilities/essential functions include:
•             Support Siebel CRM system with End User Training
•             Train Field Personnel on Siebel CRM Navigation
•             Triage inbound CRM Support requests from Field Personnel
•             Troubleshoot CRM Issues, Resolve or Initiate Help Desk Tickets for appropriate routing and follow through to resolution
•             Guide Field Personnel end users through issues with on the job training
•             Interact with US Service Field Team members to confirm next steps before applying data updates
•             Will take task based data management update requests and operate independently to complete the tasks.
•             Responsibilities may not be limited to the above and are subject to change
Required Qualifications:
Process Thinking:
Experience working with IT Platforms and Data
Experience managing multiple tasks to completion in a timely manner
Computer skills
Proficient with Microsoft Office Suite specifically: MS Excel, IE11 or above and Windows 7 or above
Experience with Internet Browsers Firefox, Google Chrome and Mobile Browsers
Previous experience working independently and as a member of a Team
Demonstrated strong customer service communication skills

Minimum Bachelor’s degree
Minimum 3 year job experience in Customer Service with IT Platforms

Desired Characteristics:
Experience with Siebel 8.1 CRM System Views and Transactions
Experience with Oracle Inventory Module, OBIEE, Mobile Applications, ServiceNow, iPhone
Attention to detail, accuracy and record keeping of work performed
Ability to collaborate and coordinate with team members
Ability to multi-task and record and self-audit day to day activities
Ability to understand different Service Business functions/processes in System Views
Demonstrated ability to communicate in person and on the phone in an effective manner
Previous Field service communication experience
Potential for some later evening hours to cover Pacific Time zone
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