CRM Support Analyst (Hybrid)

Career Wise; Bayan Lepas; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading consulting firm in Penang is seeking a CRM Support Analyst to provide support and user access for Salesforce applications. The role involves managing helpdesk tickets, creating documentation, and participating in cross-functional initiatives. Candidates must have an Honors Degree in IT or related fields and at least 1 year of experience with CRM systems like Salesforce. Excellent communication and teamwork skills are essential for success in this collaborative environment.

Qualifications

• Minimum 1 year experience supporting CRM applications.
• User-level experience with Microsoft tools required.
• Ability to effectively manage multiple assignments.

Responsibilities

• Provide user support for Salesforce and ModelN applications.
• Manage helpdesk trouble ticket queues and reporting.
• Create and maintain user documentation.

Skills

Salesforce support

Communication skills

User-level Microsoft tools

Interpersonal skills

Software testing

Education

Honors Degree in IT/Business Information Systems/Data Analytics

Tools

Salesforce

Oracle Siebel

Microsoft CRM Dynamics

SAP

Job description

About the job CRM Support Analyst (Hybrid)

Support:

• 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