Junior CRM Analyst

PayPoint plc.; Welwyn Garden City; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company as a Junior CRM Technical Analyst, where you'll play a vital role in supporting essential systems for Merchants and Retailers. This dynamic position allows you to work closely with the CRM Team, ensuring timely resolution of incidents and effective management of applications like Salesforce. You'll be at the forefront of delivering excellent service to users while driving down incidents and enhancing technical competency within the team. Enjoy a flexible work environment that combines remote and on-site opportunities, along with a range of attractive benefits designed to support your professional growth and well-being.

Benefits

Holiday purchase scheme

On-site gym

Corporate gym membership

Online benefits portal

Contributory pension scheme

Progression and Development

Private medical insurance

Life assurance

Critical illness cover

Dental insurance

Qualifications

• Experience in a support team and understanding of CRM systems.
• Strong customer service and communication skills.

Responsibilities

• Triaging incidents and requests for CRM systems.
• Providing excellent customer service to business users.

Skills

Customer Service

Communication Skills

Incident Management

Team Collaboration

Tools

Salesforce

Halo ITSM

Job description

What will you be doing?
As a Junior CRM Technical Analyst, you are part of a team helping to support systems which are essential to looking after our Merchants and Retailers.
You will work with the Business as part of the CRM Team to ensure incidents are resolved, and requirements are delivered in a timely and efficient manner.
The role is principally responsible for triaging incidents and requests, and managing the support activities of all applications and systems used to support and run the business that fall within the remit of CRM Services. This includes but is not limited to, CRM (Salesforce, Platform and Gateway) and PayPoint Back Office (including legacy applications).
A key focus of the role is to drive down the number of incidents and deliver excellent service to our business users who serve the Retailer and Merchants community.

What would we like from you?

• Understand and triage tickets that come into the CRM and Handepay teams
• Use of Halo as our ITSM tool to monitor and triage Incidents and requests
• Provide excellent customer service and taking time to understand the needs of our customer base.
• Support processes for all CRM systems (including Salesforce, Integration services and back office systems)
• Work with the Support team to deliver business change on Salesforce and back office systems
• Champion knowledge share and learning within the CRM Services and to our business users
• Working in a fast-paced support team to help drive the delivery and technical competency of the team and the product forwards
• Support and Manage user profiles, roles, permission sets, assignment rules, and license needs.
• Create and customize standard and custom objects including fields (including formula fields), page layouts, security rules and validation rules in conjunction with the wider team and design authority.

It would be great if you already have…

• Experience of working within a support team
• Good communication skills; both written and verbal
• Team Player with a can-do attitude
• Excellent customer service

What can we do for you?
This position offers a mix of remote-based working and onsite working in our head office in Welwyn Garden City.

• Holiday purchase scheme, with 25 days holiday plus bank holidays as standard.
• On-site gym at our office (Free), and nationwide corporate rate gym membership
• Online benefits portal where you can access lots of deals, discounts - for example of shopping or holidays
• Contributory company pension scheme
• Progression and Development
• Private medical insurance
• Life assurance of 3 x annual gross salary, with the option to purchase additional cover
• You’re also able to purchase a range of benefits at a discounted rate including, critical illness cover, bicycles via our Cycle2Work scheme, dental insurance and TasteCard dining discount card

We’re committed to building a culture that empowers all of our people to thrive and feel a sense of belonging at PayPoint.