CRM Support Analyst

Career Wise; Penang; On-site; MYR 40,000 - 55,000; Full time

Job summary

A technology consulting firm located in Penang, Malaysia is seeking a dedicated support professional for CRM applications like Salesforce. You'll provide user support, manage application functionality, and handle data clean-up initiatives. The ideal candidate should have at least one year’s experience supporting CRM applications and an Honors Degree in IT or related fields. Strong communication and interpersonal skills are essential, and the role requires the ability to work collaboratively in a fast-paced environment.

Qualifications

• Minimum 1 year experience supporting CRM applications.
• User-level experience with Microsoft tools.
• Software testing experience is required.

Responsibilities

• Provide user support for Salesforce and ModelN applications.
• Manage helpdesk trouble ticket queues and reporting.
• Participate in system release testing for new modules.

Skills

Salesforce support

Data Analytics

Communication skills

Interpersonal skills

Team collaboration

Education

Honors Degree in IT/Business Information Systems/Data Analytics

Tools

Microsoft Office

Salesforce Lightning

Einstein Reports

Job description

• Provide user support for Salesforce and ModelN applications, including Pricing, Opportunity Management and Quoting.
• Provide user access, system administrative tasks, application functionality and data clean-up initiatives.
• Participate in cross functional initiatives to improve and develop current work practices.
• Participate in system release testing for initial implementation of new modules and subsequent enhancements to the application.
• Communicate with the business organization on the scheduling and implementation of maintenance and enhancements to the system.
• Manage helpdesk trouble ticket queues and reporting on support case workload. Reporting ability, excellent business intelligence & excel skills.
• Create and maintain user documentation current with changes.

Customer Master

• Communicate with the business organization on the scheduling and implementation of customer master changes
• Submit and track all changes from beginning to end.
• Training and knowledge sharing

Education Requirements & Experience

• Honors Degree in IT/Business Information Systems/Data Analytics
• Minimum 1 years experience supporting CRM applications such as Salesforce, Oracle Siebel, Microsoft CRM Dynamics, SAP.
• User-level experience with Microsoft tools
• Software testing experience
• Experience with Salesforce Lightning and Einstein Reports
• Excellent verbal and written communication skills and interpersonal skills
• Ability to work effectively and collaboratively with internal and external stakeholder groups.
• Ability to work independently or as part of a team in a fast-paced multi-project environment globally.
• Ability to effectively manage multiple assignments and priorities.
• Ability to develop and maintain good working relationships with business sponsors, business partners and technical staff globally.
• Self-driven and goal-oriented to provide project deliverables on schedule