CRM/CRC Salesforce Support Consultant

Job description

MAIN PURPOSE 

· 
Provide daily local support (technical & functional) to users in Japan for CRM & CRC (Customer relation center) systems 

· 
In the framework of releases, participate to enhancements analysis, testing and implementation with supporting users testing.  

· 
Implement applications with HQ to enhance customer engagement experience 

KEY RESPONSIBILITIES 

 

Key responsibility 1 : Daily local support  (incident support) 

· 
Communicate with business (manager/leader/BTQ users/CRC users) 

· 
Prioritize each issues with business team, then propose workaround 

· 
Process issues with following priority and monitor support SLA 

· 
Escalate to HQ IT team based on support model 

· 
Analyse issue trend and find root cause 

Key responsibility 2 : System release support  

· 
Confirm release overall (scope/duration/brand involvement) 

· 
Communicate with local business team to arrange release UAT 

· 
Set up UAT (location, machine environment and data etc..) 

· 
Coordinate user test and manage test progress and issues. 

Key responsibility 3 : Coordination between Global and local 

· 
Following up incident resolution and releases  

· 
Support the business in communicating with Global team 

Key responsibility 4 : Application implementation 

· 
Support HQ project team to implement applications to local  

· 
Work with business users to validate the applications and execute UAT and training 

· 
Closely coordinate with HQ in each phase of project and manage deliverables 

Key responsibility 5 : Creation of knowledge base 

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Summarize issue types and creating troubleshooting manual  

· 
Create system introduction and operating manual 

· 
Share and explain the system information to related teams for business users support 

· 
Organize application training for business 

PROFILES:  

Skills: 

 

Mandatory 

-  Strong communication skill (business requirement/project coordination experience) 

-  Strong Problem solving skill 

-  Good understanding of basic business applications (retail application is a plus) 

-  Strong ownership of tasks 

-  Business level of Japanese and English language skills 

-  CRM application knowledge  

 

Optional (nice to have) 

-  Telephone system knowledge 

 

Experience : 

-  Salesforce support and maintenance experience (ServiceCloud, SalesCloud etc.) 

    Salesforce administrator certification is must 

-  Familiar with IT tools such as ServiceNOW, JIRA, Confluence  

-  Telephone application system support experience (Plus) 

 

Behavioral competency: 

-  Creative and pro-active problem solver 

-  Team Player  

-  Enthusiasm learner