ENCLUDE HELPDESK SUPPORT SPECIALIST / AGENT
ENCLUDE is a charity providing software donations and solutions to
other charities. We have been working in the sector for over **Apply
on the website** years and in that time have assisted thousands of
Irish charities.
We provide helpdesk support to our Salesforce CRM Clients from 9am to
5pm, five days a week. Our clients have in-house System Administrators
who act as the first level support for system users within their
organisations. Internal client system administrators escalate support
requests to our Helpdesk.
We wish to recruit a full-time Helpdesk CRM Support Officer 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 a strong customer service
orientation, an aptitude for technology solutions, 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.
* Responsible for ensuring the customer's entitlement of services.
* 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, and 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 that assist the
client to realise the potential of their CRM.
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.
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
* Familiarity with database design concepts would be an advantage
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 is 5pm on Friday **Apply on the
website** January **Apply on the website**.
First round interviews are scheduled for Monday **Apply on the
website** January **Apply on the website**.
We need : English (Good)
Type: Permanent
Payment:
Category: Others
