CRM Support Analyst - Burnley - £25k-£28k Benefits

Fruition IT
14 Apr 2018
17 May 2018
Contract Type
Full Time




The CRM Support Analyst role is responsible for providing 1st line support for users of our Business Systems. The role will work in a collaborative team environment and be responsible for escalating client issues as appropriate, receiving 2nd line support, advice and development from team members. Candidates must display a good basic knowledge of SQL Server Technologies.


Core duties and responsibilities include the following. Other duties may be assigned.

  • Provide helpdesk services to our internal clients
  • Manage and progress client support emails and calls
  • Document problems and activity and solution for each case
  • Communicate the status of issues to clients and to the CRM team
  • Identify high priority customer issues and escalate to appropriate team members, including management
  • Work with customers and other team members to investigate, test and develop solutions and workarounds to resolve client issues/requests
  • Update users and change permissions within the CRM
  • Create and edit CRM Dashboards
  • Create and edit CRM forms and Workflows
  • Create and edit SharePoint Pages, permissions and Workflows
  • Perform in-depth analysis of CRM user issues to determine causes and solutions
  • Deliver CRM Refresher Training on an as needed basis
  • Perform in-depth analysis of BI SSRS report issues to determine causes and make changes as required
  • Develop your personal technical knowledge base on- and off-the-job
  • Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
  • Design - Generates creative solutions; Uses feedback to modify designs; Applies design principles; Demonstrates attention to
  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skilfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional
  • Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with
  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.

Some business or industry experience is required as this job requires a blend of keen technical skills, business acumen and customer service. This may suit a candidate with a business background who now works in a computing role. Or, alternatively, this may suit a candidate with a computing background who now works in a business role and seeks to move back into computing.

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