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Salesforce CRM Support Specialist

2 months ago

Singapore MICHAEL PAGE INTERNATIONAL PTE LTD Full time
About the Role

We are seeking a highly skilled Salesforce CRM Support Specialist to join our team at Michael Page International Pte Ltd. As a key member of our team, you will be responsible for providing exceptional support to our clients and ensuring the smooth operation of our Salesforce CRM program.

Key Responsibilities
  • Conduct User Acceptance Testing (UAT) for the Salesforce CRM program during the roll-out stage.
  • Support end-users with Salesforce CRM inquiries and issues.
  • Extract reports and perform data analytics to support decision-making.
  • Coordinate with different teams to set up projects, gather required data, and ensure smooth data flow.
  • Assist with Salesforce Marketing Cloud and Service Cloud functionalities, if required.
  • User Support: Respond promptly to user inquiries, incidents, and service requests related to CRM program. Address queries, troubleshoot problems, and guide users through the platform's functionalities.
  • Issue Resolution: Investigate and diagnose reported issues to determine the root cause. Collaborate with relevant teams to implement timely and effective resolutions.
  • System Maintenance: Perform routine system maintenance tasks, including data cleaning, data uploads, and system configuration changes, to ensure data integrity and system stability.
  • Training and Onboarding: Conduct training sessions and provide onboarding support to new users, ensuring they understand Salesforce CRM features and best practices.
  • Documentation: Create and maintain comprehensive documentation, including user guides, FAQs, and knowledge base articles, to facilitate self-service support options for users.
  • Enhancements and Customizations: Collaborate with the development team to identify opportunities for system enhancements and customizations to meet business requirements.
  • User Adoption and Feedback: Monitor user adoption of Salesforce CRM and gather feedback from users to identify pain points and areas for improvement.
  • Quality Assurance: Ensure the accuracy and quality of data within Salesforce CRM by conducting regular data audits and validation checks.
  • Security and Compliance: Assist in ensuring Salesforce CRM compliance with data privacy regulations and company security standards.
Requirements
  • Degree holder.
  • At least 2 years' experience in CRM.
  • Worked on marketing cloud, service cloud, loyalty cloud functionality.
  • At least 2 years' experience on Salesforce Marketing.