Lead Customer Service System Analyst

Job Description

Help shape the next generation of ecommerce for the next generation of consumer.

About this team

Our Technology Team is on a mission to build the next-generation e-commerce platform for the next generation customer. We build extraordinary, innovative experiences and products that give our users access to the world’s most coveted products and unlock opportunity by turning reselling into a business for anyone. Our team uses cutting edge technologies that handle substantial scale globally. We’re an internet-native, cloud-native company from day 1 - you won’t find legacy technology here. If you’re a curious leader who loves solving problems, wearing multiple hats, and learning new things, join us!

About the role

Maintain Microsoft Dynamics CRM platform and applications; implement configuration changes; and provide support to all levels of users, including company executives, managers and front-line staff. Collaborate with Training department on new feature releases to ensure knowledge transfer. Participate in evolving the existing system as business needs change. Reports to Global Director of Customer Service Platform Design.

What you'll do

• Maintain and configure Microsoft Dynamics CRM and related CRM systems on a day-to-day basis, including, but not limited to: maintaining critical data, including the removal/merging of duplicate records
• Update users’ lists, security profiles, and access rights for users
• Become the expert and administrator for all existing reports and dashboards, and work with users and management to develop and launch new reports and dashboards
• Collaborate with CS leadership to catalog requests for enhancements for view changes, new fields, etc.
• Lead efforts to integrate additional solutions to Microsoft Dynamics (ex. Survey Tools, AI, Chat)
• Assist with integration of CRM with other business systems and applications used in the organization
• Troubleshoot and resolve user issues in a daily support capacity; working directly with users is necessary
• Test enhancements and bug fixes; coordinate user acceptance, regression, and integration testing; make changes and corrections as needed
• Work directly with a Microsoft Dynamics development partner to coordinate the implementation of new CRM functionality
• Develop documentation and assist with training materials and conduct sessions for end users, including remote offices. Act as a support resource for existing users post-training

About you

• Minimum of 2 years’ experience administering Microsoft Dynamics CRM in a contact center environment
• Bachelor's degree a plus
• Proactive perspective, offering ideas on how to make improvements and solve problems
• Proficient in or at least have working knowledge of Microsoft Office, specifically, Excel, Word, and PowerPoint

About Us In a world where consumers increasingly value self-expression and individuality, the market for hard-to-find fashion, collectibles, and electronics has never been hotter. Our global platform offers unique access to current culture while our data-driven, bid-ask model provides buyers with the real-time visibility to know they’re getting a fair price. With key leadership and an inspiring vision in place, we believe we’re poised for significant growth: into new product verticals, new audiences, and new geographies. To get there we’re looking for flexible, all-in teammates who are excited by ownership and the opportunity to take on emerging challenges. If you’re a doer who’s ready to solve tough problems with plenty of laughs along the way, we’d love to hear from you. We welcome, embrace, and respect all dimensions of diversity. We’re committed to creating an inclusive environment where all team members are valued, supported, and respected—and no, you don’t need to know a thing about sneakers or fashion. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. StockX reserves the right to amend this job description at any time.