Operations and Field Support Associate

Role Summary

CRM Operations and Field Support Associate

Key Responsibilities

1. Field Issue Management and Triage

• Receive and log

  all incoming requests, challenges, and reported issues from Cluster and Regional Managers via designated communication channels (e.g., CRM system, email, internal chat).

• Accurately triage

  and categorize incoming issues (e.g., technical support, inventory, training, logistics, resource allocation).

• Assign and escalate

  issues to the appropriate backend team (e.g., IT, Supply Chain, HR, Finance) for resolution.

2. SLA Tracking and Communication

• Monitor the status

  of all open field tickets and ensure that backend and cross-functional teams are adhering to established

  Service Level Agreements (SLAs)

  for resolution time.

• Proactively follow up

  with teams to prevent bottlenecks and escalate delays to the Manager as needed.

• Communicate resolution updates

  clearly and promptly back to the respective field managers, ensuring they are aware of the status and final outcome of their issues.

3. CRM Data Integrity and Reporting

• Maintain meticulous records

  of all interactions, issues, and resolutions within the company's Customer Relationship Management (CRM) system.

• Generate basic reports

  on key metrics, such as common field issues, team response times, and SLA adherence rates, to help identify trends and areas for process improvement.
• Assist in developing and maintaining a

  Knowledge Base (KB)

  of frequently asked questions (FAQs) and standard operating procedures (SOPs) for field support.

Required Qualifications and Skills

• Education:

  High School Diploma or equivalent; an Associate's or Bachelor’s degree is a plus.

• Experience:

  0-1 year of professional experience in an office environment, customer service, coordination, or a support role.

• Technical Proficiency:

• Proficiency in Microsoft Office Suite

  (Word, Excel) or Google Workspace.
• Basic familiarity with

  CRM software

  (e.g., Salesforce, HubSpot, or similar ticketing system) is desirable, but not mandatory training will be provided.

• Core Skills:

• Exceptional verbal and written communication skills

  for effectively bridging field and backend teams.

• Highly organized

  with a proven ability to manage multiple tasks and competing priorities.
• Demonstrated strong work ethic, reliability, and

  attention to detail

  .
• A proactive and

  solutions-oriented

  mindset.

What We Offer

• An excellent opportunity to start a career in operations and business coordination.
• Extensive training on CRM systems and cross-functional business processes.
• The chance to work closely with senior management and field leadership.