Technical Support Analyst ( CRM ) / CRM & Systems Support / Application Support

ACL Digital; Cambridge (MA); On-site; USD 65,000 - 95,000; Full time

Job summary

ACL Digital is seeking a detail-oriented IT support professional to manage CRM systems, data quality, and application support. The role emphasizes maintaining records, enabling efficient business processes, and providing end-user assistance across CRM, forms, and workflow systems.

You will collaborate with internal stakeholders, document processes, test changes, and support ongoing process improvements. Strong communication and organization are essential to deliver reliable data and smooth

Qualifications

• Maintain data integrity within CRM systems and related databases.
• Provide application support, troubleshooting, and user assistance.
• Document processes and support process improvement initiatives.

Responsibilities

• Maintain data records in CRM, applications, and related systems.
• Review data for accuracy, completeness, consistency, and duplicates.
• Assist with data cleanup, imports, exports, and routine reporting.
• Support administrative tasks for CRM, application, form, and workflow systems.
• Assist with user support, troubleshooting, and issue resolution.
• Document processes, system updates, and recurring issues.
• Assist with testing system changes, forms, workflows, integrations, and enhancements.
• Support system maintenance and quality assurance activities.
• Assist with ad hoc data, systems, and operational projects as needed.

Skills

CRM administration

Data management

User support

Documentation

Testing

Organizational skills

Tools

Salesforce

OpenWater

Job description

This position will primarily focus is on client desktop systems deployment and administration, mobile device and print management, in person and phone support, and personal solutions consulting. May participate in project implementation, technical training and knowledge management, and security administration. Requires outstanding customer service skills, versatility and breadth of technical skills, strong organizational skills and attention to detail, the ability to take ownership where appropriate, and the ability to help teams and projects successfully accomplish their objectives. Applies knowledge of Microsoft and Apple products, ITIL methodology, change management and risk management processes, network and telecom troubleshooting, routers, TCPIP, firewalls, VPNs, and Voice services. Uses and updates Support Ticketing System.

Provide administrative and systems support for CRM, application, form, and related business systems. Responsibilities include data management, user support, system maintenance, documentation, testing, and day-to-day operational assistance. The role will help maintain data quality and continuity while supporting ongoing programs, projects, and process improvements.

Responsibilities or Tasks

• Maintain and update records in CRM, application, and related systems.
• Review data for accuracy, completeness, consistency, and duplicates.
• Assist with data cleanup, imports, exports, and routine reporting.
• Support administrative tasks for CRM, application, form, and workflow systems.
• Assist with user support, troubleshooting, and issue resolution.
• Document processes, system updates, and recurring issues.
• Assist with testing system changes, forms, workflows, integrations, and enhancements.
• Support system maintenance and quality assurance activities.
• Assist with ad hoc data, systems, and operational projects as needed.

Preferred Experience

• Experience supporting CRM, application, database, form, or workflow systems.
• Familiarity with data management, record maintenance, reporting, and quality control.
• Experience with system testing, documentation, and user support.
• Experience with Salesforce, OpenWater, or comparable platforms is helpful but not required.

Responsibilities & Qualifications:

Maintain data integrity and accuracy within CRM systems and related databases Provide application support, troubleshooting, and end-user assistance Create and maintain documentation while supporting process improvement initiatives Strong communication, problem-solving, and organizational skills Ability to manage multiple priorities and work effectively with internal stakeholders

This role is ideal for a detail-oriented professional with experience in data management, CRM administration, application support, user assistance, and process improvement.