IT CRM Application Support Specialist

Job Description

We are seeking a proactive and detail-oriented IT Application Support Specialist to join our team, with a focus on supporting our CRM (Customer Relationship Management) system. The ideal candidate will be responsible for providing technical and functional support to end-users, ensuring the CRM system runs smoothly, and assisting in troubleshooting and resolving system issues. You will work closely with cross-functional teams including sales, marketing, customer service, and external vendors to ensure optimal CRM usage.

Key Responsibilities

• Provide 1st and 2nd level support for the CRM application (Banker's Front).
• Monitor system performance and user-reported issues, ensuring timely resolution and minimal disruption to business operations.
• Analyze and troubleshoot technical issues, escalating complex cases to internal or external teams when necessary.
• Maintain CRM user accounts, permissions, roles, and configurations.
• Assist with system upgrades, patches, and new feature implementations.
• Develop and maintain documentation for CRM processes, procedures, and training materials.
• Support data integrity initiatives, including data cleansing, de-duplication, and validation.
• Perform routine data exports, reports, and dashboards as needed by various departments.
• Ensure compliance with internal IT policies and data protection regulations.

Skills and Experience

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 3+ years of experience in application support, preferably in CRM environments.
• Good knowledge of relational databases and SQL queries.
• Familiarity with ITIL or service management frameworks is an asset.
• Strong problem-solving and analytical skills.
• Excellent communication skills in English (both written and verbal).
• Ability to work independently and as part of a team in a dynamic environment.

Preferred Skills

• Experience with CRM customization and configuration.
• Basic scripting or automation experience (e.g., PowerShell, Batch).
• Knowledge of Windows Server and IT&IS Administration.

Our Values

• Accountable: Taking ownership for tasks and challenges, as well as seeking continuous improvement.
• Hands-on: Being proactive to rapidly deliver high-quality results.
• Passionate: Being committed and striving for excellence.
• Solution-driven: Focusing on client outcomes and treating clients fairly with a risk-aware mindset.
• Partnership-oriented: Promoting collaboration and teamwork. Working together with an entrepreneurial spirit.