The CRM Helpdesk is part of the Sales Support Operations organization that provides front line support to our sales teams. They assist users with issues and offer 1:1 counseling related to difficulties users have encountered within our applications – Salesforce or Siebel. (S)he would be expect to troubleshoot issues to insure that Quotes and Opportunities are completed correctly and reflect the correct Sales Representative. The role will help test system functionality and enhancements. Candidate will also provide recommendations to management on the best way to address and accommodate business requirements, and suggest enhancements to our systems so that they meet business needs.
Handle and resolve CRM support cases for both SFDC and Siebel applications, including but not limited to:
Objectives are to provide a high level of customer service, good level of responsiveness and expeditious case resolution and to promote a standard methodology with the goal of introducing and maintaining consistent, repeatable and scalable methodology throughout the company. (60%)
CRM change request evaluation: Provides assessment of business needs to the CRM Admin team with supporting business background, metrics, and user feedback as required/requested. Collaborates with CRM Admin Team to prioritize and sponsor change requests submitted by Sales and Sales Operations that include system enhancements, bug fixes and system usability improvement recommendations. Test new enhancements prior to implementation into production.
Provide Sales Support team representation for projects including but not limited to
Experience working in a Siebel and/or SFDC Production Support Capacity - training in Salesforce.com adminstration strongly preferred. Experience designing and building sales management dashboards also preferred. Advanced knowledge and experience with Excel and MS Office Suite required. Must be detail oriented and have excellent problem solving skill.
Excellent written and oral communication skills required. Ability to work within a team. Candidate should be able to work directly with the business and IT groups when there are production and/or data issues to achieve objectives set forth by management.