SaaS Functional Consultant — CRM & Support Pro

Concentrix CVG Philippines, Inc.

Quezon City

On-site

PHP 600,000 - 900,000

Full time

14 days+

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Job summary

Concentrix CVG Philippines, Inc. is seeking a SaaS Functional Consultant to provide functional application support, configuration, troubleshooting, and ongoing improvement for Zendesk, CRM, CCaaS, telephony, and other SaaS platforms.

The role acts as a SME, collaborating with the Service Delivery Manager and client teams to resolve issues and drive service quality. Based in Quezon City, you will manage incidents, perform configurations, and support changes while maintaining strong client

Qualifications

Bachelor's degree or equivalent in IT/CS/IS/engineering or related field.
1-3 years in Application Support, SaaS Support, Functional Consulting, CRM Administration, Technical/Functional Support, or Service Delivery.
Experience supporting platforms such as Zendesk, Salesforce, ServiceNow, HubSpot, Freshworks, or similar applications.
Strong analytical, troubleshooting, and problem-solving skills.
Good understanding of SLA and service support concepts.
Excellent verbal and written communication skills.
Strong client-facing and interpersonal skills.
Ability to manage multiple priorities in a fast-paced support environment.

Responsibilities

Provide day-to-day functional support for assigned applications and client environments.
Troubleshoot and resolve incidents, service requests, and application-related issues.
Perform approved system configurations, workflow changes, automations, user administration, and other functional updates.
Analyze recurring issues and recommend corrective or preventive actions.
Coordinate with technical teams, developers, vendors, and other support groups for complex issues.
Validate system changes and functionality before and after production deployment.
Maintain accurate records of support activities, resolutions, and configuration changes.
Manage assigned incidents and service requests according to SLAs.
Monitor tickets approaching SLA breach and take timely action.
Provide clear updates to clients and stakeholders regarding configurations.
Document and close support tickets with proper categorization.
Escalate critical issues to appropriate teams as needed.
Support major incident activities when required.
Assist in identifying recurring incidents and permanent resolutions.
Build and maintain positive relationships with client users and stakeholders.
Provide guidance on system usage, configuration, and process improvements.
Participate in client meetings and service reviews.