CRM User Support

OPTIMUM INFOSOLUTIONS (M) SDN BHD; Petaling Jaya; Sur place; MYR 60 000 - 90 000; Plein temps

Résumé du poste

Optimum Infosolutions (M) SDN BHD is seeking a Sales Support Specialist to provide day-to-day Salesforce CRM support, coordinate issue resolution, assist with reporting and testing, and help optimize sales operations. You will work with the Regional CRM Manager and Sales Operations teams on CRM activities and process improvements.

You should be tech-savvy, with strong communication, and able to operate in a fast-paced environment, supporting UAT and reporting efforts across multiple regions.

Qualifications

• Experience supporting Salesforce CRM users and CRM operations.
• Strong communication and stakeholder collaboration skills.
• Ability to document processes and maintain SOPs.
• Comfort with testing, reporting and basic data analysis.

Responsabilités

• Provide first-level Salesforce and CRM support to sales and operations users.
• Log, track, and follow up on support cases and change requests.
• Assist with reporting, testing, and user acceptance testing.
• Support CRM enhancement projects and gather requirements.
• Coordinate stakeholder follow-ups and document processes.

Connaissances

Salesforce CRM support

CRM operations

User communication

Stakeholder collaboration

Documentation

Outils

Salesforce

Description du poste

About the Role
The Sales Support Specialist will provide day-to-day support to sales and operations users. The role will support Salesforce CRM processes, coordinate issue resolution, assist with reporting and testing, and help identify opportunities to improve sales operations processes. The successful candidate will work closely with the Regional CRM Manager, Sales Operations Systems team, Technical Solutions team, and business stakeholders.
Key Responsibilities
1. Salesforce and User Support
- Provide first-level support to sales and operations users on Salesforce CRM processes and issues.
- Respond to user queries, troubleshoot basic issues, and coordinate follow-up actions.
- Log, track, and follow up on support cases and change requests.
- Work with the Technical Solutions team on issue resolution.
- Act as a reliable point of contact for Salesforce process-related questions.
- Maintain documentation of recurring issues, solutions, and operating procedures.
2. Project and Process Support
- Support the Regional CRM Manager and Sales Operations Systems team on Salesforce-related activities.
- Assist with small- and medium-scale Salesforce enhancement projects.
- Help gather requirements, document process flows, and track project actions.
- Identify process gaps and suggest practical improvements.
- Coordinate stakeholder follow-ups and support change adoption.
3. Testing and Reporting
- Support User Acceptance Testing, including preparing test cases, recording results, and tracking defects.
- Extract and analyse Salesforce reports to support operational decision-making.
- Assist with data checks, documentation, and routine operational reporting.
- Provide updates on outstanding issues, dependencies, and risks.
Essential skills
- Experience with Salesforce user support or CRM operations.
- Tech-savvy, with the ability to troubleshoot and learn new systems quickly.
- Strong communication and stakeholder collaboration skills - ability to explain clearly to business and tech working stakeholders
- Good organisation and follow-through.
- Proactive, dependable, and self-motivated with a desire to contribute to a successful roll-out & maintenance of the Salesforce CRM platform.
- Comfortable independently working in a fast-paced and sometimes ambiguous environment.
Good to have
- Experience with CRM user support.
- Experience supporting UAT or system enhancement projects.
- Experience drafting process flows and documenting standard operating procedures.
- Experience extracting and analysing CRM reports.
- Experience working in a tech/hyper-growth company.

Information Technology Services 101-1,000 employees

Founded in 1997, Optimum is a full-spectrum IT services and solutions company whose mission is to “Empower Business with Technology.”

Headquartered in Singapore, Optimum operates from offices in 7 countries with more than 2300 employees across the globe and helps business harness technology to deliver innovative solutions.

We provide cutting-edge software solutions & services on a variety of technology platforms to clients ranging from Fortune 500 companies and to vibrant start-ups.

We offer a comprehensive array of Application Services, Infrastructure Management Services, Cloud and Mobility Solutions, Analytics and Insights and Shared Services.

Founded in 1997, Optimum is a full-spectrum IT services and solutions company whose mission is to “Empower Business with Technology.”

Headquartered in Singapore, Optimum operates from offices in 7 countries with more than 2300 employees across the globe and helps business harness technology to deliver innovative solutions.

We provide cutting-edge software solutions & services on a variety of technology platforms to clients ranging from Fortune 500 companies and to vibrant start-ups.

We offer a comprehensive array of Application Services, Infrastructure Management Services, Cloud and Mobility Solutions, Analytics and Insights and Shared Services.