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

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

Posted 5 April by Fruition IT Easy Apply Ended




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.

Required skills

  • "CRM"
  • "SQL Server"
  • "SQL"

Reference: 34833984

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