Technical Product Support

Mô tả Công việc

Technical Product Support ensures smooth day-to-day operations of CRM and business applications by handling Tier-1 support, executing approved configurations, maintaining data quality, and assisting users and Country IT teams. This role focuses on operational stability, accuracy, and adherence to standards.

Job description:

1. Service Support

1.1. Incident Management

· Diagnose and resolve Tier-1 CRM/platform incidents such as workflow errors, automation failures, permission mismatches, and data syncing issues.

· Perform structured root-cause checks and apply corrective actions.

· Escalate to Specialist/Lead with complete logs, impact details, and test results.

1.2. Request Fulfillment

· Execute approved configuration updates (fields, forms, reports, templates, workflows).

· Process account provisioning/deprovisioning based on RBAC rules.

· Perform data corrections (duplicates, invalid records) following SOP and governance.

· Identify repeating issues and provide preliminary analysis to Specialist/Lead.

· Collect evidence required for deeper RCA and track corrective actions.

· Support execution of structural fixes defined by higher tiers.

· Guide end-users on platform usage and basic best practices.

2. Service Delivery: Configuration & Asset Management

· Maintain configuration accuracy and update CI records (workflows, roles, automation).

· Conduct routine system checks: automation status, API usage, error logs.

· Ensure consistent configuration aligned with naming conventions and standards.

· Execute approved changes and update documentation accordingly.

· Verify post-release configuration and ensure successful rollout.

3. Knowledge Management:

· Document troubleshooting steps, SOP updates, and user instructions.

· Contribute to the Known Issues library and internal knowledge base.

· Suggest improvements based on real operational incidents and user feedback.

Yêu Cầu Công Việc

Required Competencies

·         Strong customer service mindset and clear communication.

·         High attention to detail and disciplined execution of SOPs.

·         Ability to understand business workflows and translate them into system actions.

·         Fast learner with solid problem-solving fundamentals.

Required Professional Qualification:
Technical Domain:

·         CRM Administration.

·         Role-Based Access Control (RBAC).

·         Data Quality & Root Cause Analysis (RCA).

·         Basic Workflow Logic

·         API & Webhook Troubleshooting

·          Operational Monitoring.

Technical Stack:

·         CRM Platforms: HubSpot / Salesforce (admin basics)

·         Troubleshooting Tools: Postman (basic), Webhook logs, Browser DevTools

·         Monitoring: Uptime/Synthetics tools

·         Documentation & Ticketing: Confluence, SharePoint, Jira/Zendesk