CRM Systems Support Coordinator

Responsibilities

• Serve as the primary point of contact for technology support requests from advancement staff and UTFI employees.
• Monitor shared support inboxes, ticketing systems, and case queues.
• Troubleshoot basic system, access, reporting, and user issues.
• Communicate timely updates and follow through to resolution.
• Escalate complex issues to CRM Systems, Digital Strategy & Innovation, Business Intelligence, Constituent Management, or external vendors as appropriate.
• Aid users with password resets, permissions requests, and general system navigation.

Training & User Adoption

• Deliver basic system training for new users.
• Aid with onboarding employees to Salesforce and other Advancement Technology platforms.
• Create and maintain job aids, quick reference guides, FAQs, and other training materials.
• Support user adoption initiatives by identifying common training opportunities.
• Aid in virtual and in-person training sessions.

Process Improvement & Documentation

• Identify recurring support issues and recommend process improvements.
• Document support trends and frequently asked questions.
• Contribute to knowledge base articles and standard operating procedures.
• Assist in maintaining consistent support processes across Advancement Technology.

Qualifications

• Associate's or bachelor’s degree in information systems, Business, Communications, Technology, or a related field, or an equivalent combination of education and experience.
• One to two years of professional experience in customer support, help desk, business systems, CRM support, technology support, or a related field.
• Strong customer service orientation.
• Excellent verbal and written communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to learn new software systems quickly.
• Ability to manage multiple requests simultaneously.
• Proficiency with Microsoft Office products.

Preferred Qualifications

• Experience supporting Salesforce, Microsoft Dynamics, HubSpot, Blackbaud, or another CRM platform.
• Experience using ticketing systems such as Jira, ServiceNow, Salesforce Cases, or similar platforms.
• Experience creating end-user training materials and documentation.
• Experience working in higher education, nonprofit, fundraising, or other customer-facing environments.
• Basic understanding of databases, reporting tools, or business systems.
• Familiarity with event registration platforms, online forms, or digital engagement tools.
• Experience supporting a donor-based organization or working in a help desk environment is a plus.