CRM Support Technician

ABOUT US At HUB International, we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals, families, and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn, grow, and make a difference. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence. HUB is one of the largest global insurance and employee benefits broker, providing a boundaryless array of business insurance, employee benefits, risk services, personal insurance, retirement, and private wealth management products and services. With over $5 billion in revenue and almost 20,000 employees in 600 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions. Job Description: The CRM Support Technician will provide first-level technical support for our Microsoft Dynamics 365 Sales platform and related Power Platform tools. In this entry-level role, you will assist users with day-to-day CRM functionality, troubleshoot issues, maintain data integrity, and support onboarding/offboarding processes for CRM users.Your role is key in ensuring the day-to-day functionality of the D365 Sales CRM system while supporting sales teams and other business users with system-related problems, user account management, and basic reporting needs. You will serve as the first point of contact for end users, working closely with CRM Support Specialists and system administrators to ensure the efficient operation of our Dynamics 365 Sales and Power Platform environment. This role requires foundational knowledge of Dynamics 365 Sales, Power Platform components (particularly Power Automate), and an eagerness to grow in the Microsoft ecosystem. NOTE: This position is hybrid and can be based out of any HUB office location throughout the United States. Key Responsibilities: User Support: Serve as the first point of contact for users experiencing issues with Dynamics 365 Sales. Respond to inquiries and resolve common problems related to system functionality, workflows, and user access. Troubleshooting: Provide initial troubleshooting for CRM and Power Platform issues, including login errors, UI problems, workflow disruptions, and minor configuration issues. Escalate complex cases to CRM Support Specialists as needed. System Updates & Maintenance: Assist with basic system updates and maintenance tasks, ensuring the environment is current with patches, configuration changes, and user requests. Power Platform Assistance: Assist in the creation, maintenance, and troubleshooting of Power Automate flows connected to Dynamics 365 Sales. This includes building new flows to automate routine business processes, updating existing flows as requirements evolve, and ensuring successful flow execution by identifying and resolving errors or failed runs. Data Management: Perform data imports/exports, validate data, identify duplicates, and assist with minor data cleanup to maintain CRM data integrity. Documentation & Knowledge Base: Create and maintain user-facing documentation such as FAQs, troubleshooting guides, and knowledge base articles. System Access: Assist with user management by creating, updating, and deactivating accounts while following security and permission protocols. Reporting: Generate simple reports and dashboards for end users and assist with custom reports by collecting data and providing support on CRM-related data analytics. Collaboration: Partner with CRM Support Specialists to support continuous improvement of sales processes and user experience. Qualifications: Bachelor’s degree in Information Technology, Computer Science, Business, or related field, or equivalent work experience. 1-2 years of experience in providing support for Dynamics CRM systems. Basic understanding of the Power Platform, including Power Automate (Flows) and its integration with Dynamics 365 Sales. Working knowledge of Dynamics 365 Sales features such as lead management, opportunity tracking, sales pipeline, and reporting. Familiarity with CRM workflows, security roles, and business process flows. Proficiency with Microsoft Office Suite (Excel, Word, Outlook) and basic reporting tools. Ability to quickly learn new Microsoft technologies and adapt to evolving processes. Strong written and verbal communication skills for user support and documentation. Strong organizational and time management skills to effectively handle multiple support requests. Certification Requirements: PL-900 – Microsoft Power Platform Fundamentals (demonstrating foundational knowledge of Power Automate, Power Apps, and related tools). MB-910 – Microsoft Dynamics 365 Fundamentals (CRM) (demonstrating foundational knowledge of Dynamics 365 Sales and other customer engagement apps). Skills and Competencies: CRM System Knowledge: Foundational understanding of Dynamics 365 Sales modules, forms, views, and business rules. Power Platform Awareness: Basic understanding of Power Automate flows, including how to build, modify, and maintain automations to support business processes within Dynamics 365 Sales. Troubleshooting Skills: Ability to diagnose and resolve basic system issues efficiently. Data Management: Competence in data imports/exports, validation, and maintaining data quality. Reporting & Analytics: Ability to generate simple reports and dashboards, with basic knowledge of customization. Communication Skills: Strong communication skills with the ability to explain technical concepts to non-technical users. Customer Service: Strong user support focus with an emphasis on clear communication and problem resolution. Attention to Detail: Ensure data accuracy and system integrity when managing user requests, system updates, or reports. Documentation: Ability to create clear, concise, and user-friendly technical guides. Collaboration: Works effectively within a team, escalating issues appropriately. Adaptability: Comfortable learning new systems and adapting to process changes. Desirable Skills: Hands-on experience with Power Automate, Power Apps, or Power BI within the Microsoft ecosystem. Familiarity with advanced Power Platform concepts, including solution management, Dataverse integration, and role-based security. Experience with Dynamics 365 Sales customization, such as form design, view configuration, and basic automation. Experience with ITSM or project management tools (e.g., Jira, Confluence). Understanding of integration points with Outlook, Teams, or SharePoint. Advanced Certifications (Preferred): PL-200 – Microsoft Power Platform Functional Consultant MB-210 – Microsoft Dynamics 365 Sales Functional Consultant Associate JOIN OUR TEAM Do you believe in the power of innovation, collaboration, and transformation? Do you thrive in a supportive and client focused work environment? Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization? When you join HUB International, you will be part of a community of learners and doers focused on our Core Values: entrepreneurship, teamwork, integrity, accountability, and service. Disclosure required under applicable law in California, Colorado, Illinois, Maryland, Minnesota, New York, New Jersey, and Washington states: The expected pay range for this position is $29- $31 per hour and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages: health/dental/vision/life/disability insurance, FSA, HSA and 401(k) accounts, paid-time-off benefits such as vacation, sick, and personal days, and eligible bonuses, equity and commissions for some positions. Department Sales Required Experience: 1-2 years of relevant experience Required Travel: No Travel Required Required Education: High school or equivalent HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations. E-Verify Program We endeavor to make this website accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the recruiting team View email address on click.appcast.io. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications. Hi, we’re HUB. In a rapidly changing world, we advise businesses and individuals on how to prepare for the unexpected. When you partner with us, you're at the center of a vast network of experts who will help you reach your goals through risk services, claims management, and compliance support. And this gives you the peace of mind that what matters most to you will be protected — through unrelenting advocacy and tailored insurance solutions that put you in control. About HUB International Headquartered in Chicago, Illinois, HUB International Limited (HUB) is a leading full-service global insurance broker providing property and casualty, life and health, employee benefits, investment and risk management products and services. From offices located throughout North America, HUB’s vast network of specialists provides peace of mind on what matters most by protecting clients through unrelenting advocacy and tailored insurance solutions. For more information, please visit hubinternational.com.