CRM Helpdesk Support Specialist

Enclude Company; Dublin; Hybride; EUR 33 000 - 36 000; Plein temps

Résumé du poste

Enclude Company is hiring a CRM Helpdesk Support Specialist to join our Membership Services team in Dublin. You will provide high-quality support to NGO clients, helping them maximise CRM utilisation and benefits across Salesforce, with a focus on responsive customer service and accurate administration.

This full-time hybrid role reports to the Head of Membership Services, requires 1+ year CRM experience (Salesforce preferred), excellent English communication, and strong organisational skills.

Qualifications

• Degree in a relevant subject or equivalent on-the-job experience.
• Strong understanding of data structures and CRM configurations.
• 1+ years of CRM experience (preferably Salesforce).
• Excellent verbal and written communication skills in English.

Responsabilités

• Provide problem resolution to CRM support requests and escalate when needed.
• Deliver remote solutions with occasional on-site support.
• Record and document case details in Salesforce accurately.
• Promote strong client relationships and contribute to process improvements.

Connaissances

CRM experience

Communication skills

English fluency

Time management

Organisational skills

Technical aptitude

Formation

Relevant degree

Outils

Salesforce

Description du poste

We are Hiring: CRM Helpdesk Support Specialist

• October 15, 2026

Reports To: Head of Membership Services

Contract Type: Full-time, 37.5 per week. Initial 2 year contract

Location: This is a hybrid role, with the CRM Helpdesk Support Specialist expected to attend a minimum of 3 days a week in our Dublin 7 office.

Background and Purpose of the Role

We are recruiting a CRM Helpdesk Support Specialist to join our excellent Membership Services team! You will be working with our Membership Services team to provide a high-quality, responsive and effective support service to our clients. A key aspect of the role will be assisting our non-profit clients to get improved utilisation and benefits from their CRM solutions.

We are looking for someone who has an aptitude for technology solutions, a strong customer service orientation and excellent communication and administration skills. The successful candidate will work as part of a supportive team, with great opportunities for learning and development and report into the Head of Membership Services.

The main purpose of the role will be to work with the Helpdesk team to provide a high-quality support service to our clients, which is responsive and effective. A key aspect of the role will be to assist clients to get improved utilisation and benefits from their CRM solutions.

Key Tasks and Responsibilities

• Providing problem resolution to support requests. Work directly with the client to understand the problem. Provide accurate solutions to user problems to maximise CRM database utilisation.
• Remotely deliver solutions. On-site support may be required from time to time.
• Take ownership of service requests from clients and ensure timely and satisfactory resolution of problem
• Escalate internally when required according to defined escalation paths.
• Contribute to the enhancement and development of quality support methods and communication.
• Research, resolve, and respond to questions received in a timely manner, in accordance with current standards and set targets; Communicate with customers through various means (oral, written, electronic) to remotely resolve client problems.
• Verify resolution of problem with the client; Record information into the Salesforce support Case tracking system.
• Document, verify and make appropriate corrections to the case records and client profile; Ensure thorough documentation of problem description and all subsequent activity; Write knowledge articles based on lessons learned in resolving client issues.
• Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance and service improvement.
• Participate in special projects as assigned to continuously improve processes, tools, systems and organisation.
• Maintain technical knowledge and expertise associated with the solutions platforms.
• Support colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing; Follow all training courses according to provided timelines.
• Promote and support strong client relationships.

Other Responsibilities

• Share the promotion of all Enclude programmes.
• Attend staff meetings and training sessions as required.
• Any other tasks, consistent with your position, as requested by Enclude management.

Person Specification

• Demonstrated technical skills (either a degree in a relevant subject or the equivalent on the job experience), and the ability to learn quickly
• Strong conceptual understanding of data structures and CRM system configurations
• 1+ years of experience with CRM systems (preferably Salesforce)
• Excellent verbal and written communication skills, including the ability to explain technical issues to non-technical audiences
• Highly proficient in spoken and written English
• Excellent interpersonal skills and ability to connect with system users in a wide variety of roles and with varied technical skills
• Highly organised, good time management skills, with ability to handle multiple tasks with excellent attention to detail
• An interest in and commitment to the ethos and work of Enclude.

• The closing date for applications is Friday 30th October 2026.
• First round interviews are scheduled for the week of 9th November 2026.
• Salary is from €33,000 to €36,000 dependent upon experience.
• Applicants must be authorised to work in Ireland.