- Company Name
- CRH
- Job Title
- Salesforce CRM Support Analyst, Level 2
- Job Description
-
**Job Title**
Salesforce CRM Support Analyst, Level 2
**Role Summary**
Provide intermediate‑to‑advanced support for Salesforce CRM, serving as the primary escalation point for Level 1 analysts. Manage daily support queues, execute system configuration and maintenance tasks, and collaborate with business units to optimize Salesforce usage. Deliver documentation, knowledge base content, and reporting to enhance support efficiency and data integrity.
**Expectations**
- Minimum 2 years of technical support experience with Salesforce CRM.
- Proven ability to handle escalated support tickets and perform root‑cause analysis.
- Strong understanding of Salesforce configuration, CPQ, data management, and integration fundamentals.
- Ability to work independently from a remote setting while participating in occasional in‑person meetings.
- Excellent communication skills for updating users via phone, email, and case comments.
**Key Responsibilities**
- Manage and prioritize the Level 2 support case queue.
- Resolve escalated cases originating from Level 1 analysts; triage to Level 3 (Admin/Dev) when advanced troubleshooting is required.
- Provide regular status updates to users through calls, comments, and emails.
- Author and maintain Knowledge Base articles and FAQ content.
- Maintain deep knowledge of Salesforce configurations, release upgrades, and scheduled changes; participate in CPQ configuration and approval rule management.
- Prepare ad‑hoc reports, conduct data analysis, and support complex reporting needs.
- Monitor, audit, and report on system metrics, data integrity, and integration outcomes.
- Support onboarding, deactivation, and transfer of user accounts; advise on security settings and conduct routine audits.
- Implement routine configuration changes, field mappings, and record updates using Data Loader, Salesforce Inspector, and other tools.
- Assist with document management in DocuSign, email/mail merge template creation, and list view/field customizations.
- Document complex solutions in Salesforce Knowledge articles.
- Collaborate with integration teams to troubleshoot data upload issues and review automation logic.
**Required Skills**
- Advanced troubleshooting, root‑cause analysis, and documentation.
- Salesforce CRM administration and user support.
- Experience with Salesforce CPQ functionality.
- Proficiency in Data Loader, Salesforce Inspector, and API‑based imports.
- Strong analytical and reporting capabilities.
- Excellent written and verbal communication.
- Ability to collaborate with cross‑functional teams (Sales, Marketing, Operations, Development).
**Required Education & Certifications**
- Salesforce.com Administrator (preferred).
- Salesforce CPQ Specialist (preferred).
- Minimum equivalent bachelor’s degree or relevant professional experience.