Trilingual CRM User Support & Provisional Account Creation
3m
Asuncion de Belen, , CRI
hace 30 días

Position Description

The GSC CRM Admin is responsible for being the first line of help in the Support Operating Model and ensure service level in BSO Cases regarding to User Support and Provisional Account Creation in Salesforce.

The Admin works with users to troubleshoot day-to-day issues, reinforces business process through salesforce, and addresses maintenance requests to related to user setup, data access, account creation and capability.

Responsibilities

  • Provide day-to-day troubleshooting support and guidance to Salesforce users
  • Serve as the Level "0" Support point of contact at the Country level and address support requests raised by users through Chatter
  • Create ticket for unresolved issues through ITSM
  • Stay current on new Salesforce application functionality
  • Stay current on release notes submitted by Salesforce (Summer, Winter, Spring)
  • Manage administrative data needs (upload, delete, insert)
  • Perform reassignments of accounts, contacts, opportunities, leads, and activities based on organizational changes
  • Oversee new user setup request process and ensure correct access is provided
  • Document and share commonly asked questions that should / can be addressed through additional training to the Country Training Lead
  • Suggest application enhancements based on observed questions, issues, etc. in a master hopper on the community site
  • Complete request and maintain tasks within defined Service Level Agreement
  • Ensure required documentation has been submitted before requesting a new customer record
  • Ensure the account wasn’t inactivated for business reasons before requesting a new customer record
  • Ensure customer record is complete and accurate
  • Follow up on approvals
  • Ensure post account set-up activities are complete to make customer records business ready (for example, Rebate Team, Pricing Team, Territory Team are notified and take action for new or changed customer records)
  • Prevent and manage duplicate Customer Master Data records
  • Validate and follow the process in SAP for account creation
  • Experience with queue management
  • Preferred Qualifications

  • Trilingual (English + Spanish + Portuguese)
  • Technical expertise in salesforce
  • Proficiency with SQL
  • Proficiency with MS Excel
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