CRM HELPDESK SUPPORT SPECIALIST
Enclude is looking for a full-time CRM Helpdesk Support Specialist to
join our team.
Enclude helps charities deliver greater impact in their work by
enabling them to harness the power of targeted and impactful
technology donations and solutions.
Our excellent Support Services team provide helpdesk support to our
Salesforce CRM Clients 9 to 5, five days a week.
We wish to recruit a full-time Helpdesk CRM Support Specialist for an
initial one-year contract. The successful candidate will work as part
of a supportive team, with great opportunities for learning and
development.
We are looking for someone who has an aptitude for technology
solutions, a strong customer service orientation and excellent
communication and administration skills.
The purpose of the role will be to work with the Helpdesk team to
provide a high-quality support service to our clients which is
responsive and effective. A key aspect of the role will be to assist
clients to get improved utilisation and benefits from their CRM
solutions. The post holder will report into the Support Services
Manager.
KEY TASKS AND RESPONSIBILITIES:
* Providing problem resolution to support requests. Work directly
with the client to understand the problem. Provide accurate solutions
to user problems to maximize CRM database utilisation.
* Remotely deliver solutions. On-site support may be required from
time to time.
* Take ownership of service requests from clients and ensure timely
and satisfactory resolution of problem.
* Escalate internally when required according to defined escalation
paths
* Contribute to the enhancement and development of quality support
methods and communication.
* Research, resolve, and respond to questions received in a timely
manner, in accordance with current standards and set targets;
Communicate with customers through various means (oral, written,
electronic) to remotely resolve client problem.
* Verify resolution of problem with the client; Record information
into the Salesforce support Case tracking system.
* Document, verify and make appropriate corrections to the case
records and client profile; Ensure thorough documentation of problem
description and all subsequent activity; Write knowledge articles
based on lessons learned in resolving client issues.
* Contribute as a team member; Participate in team meetings and
activities; Participate in objective setting, performance and service
improvement.
* Participate in special projects as assigned to continuously
improve processes, tools, systems and organisation.
* Maintain technical knowledge and expertise associated with the
solutions platforms.
* Support less experienced colleagues on the helpdesk through joint
working, monitoring, direct feedback and knowledge sharing; Follow all
training courses according to provided timelines.
* Promote and support strong client relationships.
REQUIREMENTS
* A suitable qualification in Information Technology or Computer
Science or related disciplines
* Demonstrated technical skills (either a degree in a relevant
subject or the equivalent on the job experience), and ability to learn
quickly
* Strong conceptual understanding of data structures and CRM system
configurations
* 1+ years of experience with CRM systems (preferably Salesforce)
* Excellent IT literacy and attention to detail
* Excellent verbal and written communication skills, including the
ability to explain technical issues to non-technical audiences
* Highly proficient in spoken and written English
* Excellent problem-solving, listening and questioning skills
* Excellent interpersonal skills and ability to connect with system
users in a wide variety of roles and with varied technical skills
* Highly organised, good time management skills, with ability to
handle multiple tasks with excellent attention to detail
* Ability to work as part of a team
* An interest in and commitment to the ethos and work of Enclude
* Applicants must be eligible to work in Ireland.
DESIRABLE
* Experience with delivery of training would be an advantage
* Salesforce Administrator or developer certification would be an
advantage
* Experience of administering a Salesforce System would be an
advantage
* Experience of Java programming, JavaScript and HTML would be an
advantage
* Familiarity with database design concepts would be an advantage
WHAT WE OFFER
* A flexible, hybrid working environment - our teams split their time
between our office in Smithfield and their homes.
* Salary scale ?**Apply on the website**,**Apply on the website**
- ?**Apply on the website**,**Apply on the website** p.a.
* Excellent learning and development opportunities ? we actively
encourage and support our teams on their learning journey with
certifications in Salesforce and other tools. There are good
opportunities to develop a career path within Enclude.
* The opportunity to help a range of charities across Ireland
progress in their missions.
* You?ll be part of a friendly, supportive, and collaborative team
who recognise the impact technology can have on charities and who want
to use their skills in this area to help make a difference.
Applications for the position may be made by sending a CV with cover
letter clearly demonstrating relevant experience and suitability for
the role to **APPLY ON THE WEBSITE**
* Closing date for applications: **Apply on the website**th October
**Apply on the website**
* First round interviews are scheduled: **Apply on the website**th
October **Apply on the website**
Find out more about Enclude by visiting us at
We need : English (Good)
Type: Permanent
Payment:
Category: Others
