CRM Application Support
- Provide first- and second-level support for CRM users across departments (Sales, Marketing, Customer Service)
- Troubleshoot and resolve system errors, access issues, and functional bugs
- Log, track, and escalate unresolved issues to vendor/technical teams as needed
System Administration
- Manage user accounts, roles, permissions, and security settings
- Configure workflows, dashboards, reports, and custom fields based on business needs
- Perform routine system health checks, data backups, and maintenance activities
Data Management
- Ensure data accuracy, deduplication, and integrity within the CRM
- Support data migration, imports/exports, and periodic data cleansing exercises
- Generate reports and analytics for management review
Configuration & Enhancement
- Collaborate with business stakeholders to gather requirements for new features or process improvements
- Coordinate with CRM vendor/implementation partner for upgrades, patches, and customizations
- Test new releases/patches in a sandbox environment before production deployment
Training & Documentation
- Conduct training sessions for new and existing users
- Prepare and maintain user manuals, SOPs, and FAQ documents
- Drive user adoption and best-practice usage across teams
Integration & Process Alignment
- Support integration of CRM with other business systems (ERP, email marketing tools, telephony, etc.)
- Work with cross-functional teams to align CRM processes with overall business workflows
Work Location: In person
