Global Products CRM Business Support Specialist

hace 2 semanas


Saltillo, Coahuila de Zaragoza, México Johnson Controls A tiempo completo

Salesforce Support Representative with CRM Expertise

The Global Products CRM Business Support Agent supports all internal users of the GPCRM Salesforce Org by providing clear answers to questions and requests, asking the correct troubleshooting questions to quickly identify solutions for presented problems. Collaboration with various stakeholders across all business functions, including other Salesforce experts, is required to analyze questions and requests and escalate incidents into a ticket system when necessary.

**Key Responsibilities**

- Provides timely and efficient support to customers via Salesforce cases, phone, Teams, and chat.

- Offers guidance on all functions in GPCRM, including general how-to and user information.

- Troubleshoots errors or issues with GPCRM, identifying issues, researching answers, and escalating to the IT Organization when required.

- Logs customer contacts into the ticketing system for handling, tracking, and follow-up of customer issues and needs.

- Participates in User Acceptance Testing.

**Requirements**

- High energy, self-starter, good interpersonal skills.

- Strong presentation and communication skills with all levels of the organization, both verbal and written.

- Analytical and problem-solving skills, an ability to conform to shifting priorities, and to balance multiple projects and tasks concurrently is necessary.

**Preferred Qualifications**

- Bachelor's degree completed.

- Salesforce experience and preferred Business Support experience either as a Key-user or Business Support Agent.

- Fluent in English.

- Minimum 1 to 2 years of experience.



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