Backend CRM Analyst- Mumbai

About Organization:

eClerx is hiring a Product Data Management Analyst who will work within our Product Data Management team to help our customers enhance online product data quality for Electrical, Mechanical & Electronics products. It will also involve creating technical specifications and product descriptions for online presentation. The candidate will also be working on consultancy projects on redesigning e-commerce customers website taxonomy and navigation.

Company website link: www.eclerx.com

Job Roles & Responsbilities:

Ticket Management:

• Create, update, and track support tickets in Salesforce.
• Ensure all ticket details are accurately logged and updated in the system.
• Monitor ticket status and escalate issues as needed to appropriate teams.

Profile Updates:

• Maintain and update user profiles in Salesforce, ensuring data is correct and up-to-date.
• Ensure proper access rights are granted to users based on their roles.
• Assist in troubleshooting and resolving user access or profile-related issues.

Contact Management:

• Add and update contact information in Salesforce, ensuring accuracy and consistency.
• Maintain and manage relationships with clients or prospects within the Salesforce CRM.
• Ensure contact records are properly categorized and segmented for efficient communication.

Data Entry & Accuracy:

• Regularly review Salesforce data for inconsistencies and errors.
• Clean and maintain Salesforce data to ensure high data quality and integrity.
• Work closely with other departments to ensure Salesforce data is accurate and up-to-date.
• Assist other team members with Salesforce-related tasks as required.

Requirements:

• Basic knowledge of Salesforce CRM platform.
• Strong attention to detail with the ability to update records accurately.
• Excellent written and verbal communication skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong problem-solving skills and a willingness to learn.
• Familiarity with ticket management and customer relationship processes.
• Basic knowledge of Salesforce CRM platform (Creating & updating Tickets, Profile update )
• Build custom quotes via Salesforce CPQ
• Update Payment Requests to client via Chargent request, aligning with CPQ builds
• Update and send chargent requests for signed contracts not completed within 72 hours of contract signing
• Send updated payment requests to clients with credit cards expiring in 30 days
• Monitor post-job closing Client agreed cases to ensure supporting documentation has been loaded. Outreach to sales via case for missing documentation.
• Strong attention to detail with the ability to update records accurately
• Excellent written and verbal communication skills
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Strong problem-solving skills and a willingness to learn
• Familiarity with ticket management and customer relationship processes.

L1 Support Analyst will serve as the first point of contact for issues related to Salesforce CRM, handling and resolving Level 1 support tickets.

Primary responsibility will be to triage, troubleshoot, and resolve basic user issues, ranging from login/access problems to data entry errors and minor configuration queries. Need to work closely with business users, internal teams, and higher-tier support to ensure smooth and efficient Salesforce operations.

Key Responsibilities:

• Monitor and manage incoming L1 support tickets related to Salesforce (SFDC).
• Troubleshoot and resolve common issues such as:
• Login/access problems
• Missing fields or page layout inconsistencies
• Report/dashboard access issues
• Data visibility or user permission questions
• Document issues and resolutions in the ticketing system.
• Route more complex issues to L2/L3 support teams, while ensuring clear documentation and context.
• Assist users on basic questions & system navigation.
• Maintain user accounts, roles, and permission sets under guidance.

L1 team will be responsible for validating customer addresses, identifying missing information, and updating our systems to reflect accurate data. Collaborate closely with customer service, logistics, and technical teams to ensure timely resolutions and an excellent customer experience

Review and respond to incoming Level 1 support tickets related to address issues.

• Validate delivery addresses for accuracy, format, and completeness using internal tools or external databases.
• Identify and fill in missing information (e.g., postal codes, unit numbers, city names) based on available data.
• Communicate with internal teams or customers when additional clarification is required.
• Update ticketing systems and CRM platforms with corrected or completed data.

Escalate complex issues to Level 2 or Level 3 support or relevant departments as needed.

Skills required:

-Any Graduate

-Good Communication skills

-Basic of Microsoft excel

Shifts: Day shift EMEA

Designation: Analyst (Executive)

Location: Airoli Navi Mumbai-WFO/Hybrid

Experience: 0-2 years

Salary: Upto 3 lacs

Interview process: 2 rounds

Interested candidates can mail their resume to Manisha.H.C@eclerx.com- Manisha Hotchandani or revert to this job posting.

Thanks,

Vivek Gopal

eClerx Services