CRM Support Analyst

Job description / Role

- Provide front line support to business users
- Primary focus is on site support and administration of SugarCRM
- React to user requests for assistance and enhancements
- Investigate, resolve and update support incidents
- Provide technical advice, specific answers, and/or solutions
- Undertake application and workflow enhancement tasks
- Maintain relationships with key business users and super users
- Perform training on the functional aspects of business software
- Maintain internal process documentation
- Ensure compliance with appropriate internal policies
- Ensure compliance with best practice guidelines
- Work closely with application team and 3rd line team to ensure quality service to the business units
- Work under direction from the team leader on any other business application software needs
- To ensure customer satisfaction by providing first and second level support services
- Manage escalations
- Maintain license inventory
- Setting up new users' accounts and profiles and dealing with password issues
- Taking ownership of assigned tasks and seeing through to completion
- Prioritizing and managing multiple support tickets
- Responding within agreed time limits to requests
- Supporting the roll-out of new applications
- Evaluating new technologies and producing business case

Requirements

- Minimum two years’ experience in a similar role
- Previous application support experience
- Excellent customer service skills
- A thorough and methodical approach to problem solving
- Effective presentation skills
- Strong communicator
- Any exposure to SugarCRM would be highly desirable
- Understanding of general business processes including sales and marketing
- Conceptual awareness of accounting and finance processes
- Understanding of operational data management and database principles
- Working knowledge of database and development technologies highly desirable (SQL Server/PHP/JavaScript)

About the Company

The Heart of Europe (THOE) will be the worlds only island destination that brings together the best of Europe. The vision behind this worlds iconic, one of a kind project is to create an elegant European lifestyle experience where every detail is underscored by luxury and perfection.

Imagine a place where every day is a delight to the senses. Where every sunrise holds the prospect of a fresh discovery. A destination that inspires adventure. A life that lifts you far from the rat race. This is more than just a destination; this is a lifestyle like no other. An address that captures the very essence of effortless European living and creates a vacation experience that goes beyond imagination. This project brings together the very best of European designs, heritage and hospitality in a truly breathtaking and unique island setting. The Heart of Europe finds its home amidst the stunning archipelago of the World Islands, which stretch 4km from Dubais coastline. Surrounded by the glittering waters of the Arabian Gulf, this iconic project occupies a cluster of six islands within the World development, creating a contemporary haven that is the epitome of sophisticated living.