CRM Support Associate

Job Description

We are seeking a strong candidate to fill an Associate role for our Global Marketing team. The primary responsibility of the Marketing Support Associate is to work together with the Marketing & business team to achieve the highest level of support, quality and fitness of BCG s marketing & business data assets. This role involves providing hands- on execution of tier 1 and tier 2 support for our CRM database while also helping to define and ensure adherence to data guidelines and approaches, along with implementing tool enhancements and processes for all types of BCG users and audiences. This would be a 18/ 5 role which involves working in shifts from 10 AM to 7 PM and 7 PM to 4 AM IST on a rotational basis Provide friendly and personable first and second- level support to global, local / PA marketers and business teams by answering queries, providing resolution and also managing expectations Provide troubleshooting solutions for the CRM tool issues that affect usage. Reproduce issues in- house and respond to stakeholders in a timely manner Analyze complex functional and technical user issues, identify problems, and develop and implement logical conclusions and effective solutions Act as a liaison between Marketing, IT & Business teams to oversee internal and external end- user support. This includes analyzing and troubleshooting issues, and communicating resolutions to end users Escalate incidents that cannot be resolved based on specified time frames to relevant team members Identify, analyze and document solutions to reoccurring field issues for internal communications and inclusion in support knowledge- base for Service Center triage and resolution Participate in user acceptance testing and quality assurance processes for new releases of marketing applications Create documentation and execute trainings, as needed, and provide user feedback / input to marketing platform enhancements Become a knowledge expert to update and maintain data integrity of various internal database systems used by BCG This is an indicative list of the responsibilities that would apply for this role. We anticipate the role will evolve over time which would even lead to changes in the shift timings. YOURE GOOD AT To be successful in this role, the individual must have following personal attributes: Strong collaboration skills and a highly motivated team player. Ability to take initiative and find ways to get things done. Strong English oral and written communication skills and be able to articulate and engage in conversations about complex technical and process related topics. Also understanding and ability to escalate an issue when resolution cannot be reached Demonstrated ability to work independently, with clear guidelines and regular briefings and to make progress on multiple priorities simultaneously. High level of initiative, self- motivation, resourcefulness, collaboration and patience Strong organizational skills with the ability to work well under pressure and balance multiple tasks simultaneously. This is a job in a truly international environment, spread across three continents, which will require working in shifts to accommodate the different time zones of the different stakeholders YOU BRING (EXPERIENCE & QUALIFICATIONS) To be successful in this role, the individual must have following technical and functional skills: A Bachelors university degree with demonstrated high academic achievement 1- 3 years in functional and technical support, query resolution, quality improvement ideally within a professional services environment. Experience with databases and tools. Excellent skills in Microsoft Office 2013. MS Dynamics CRM & database languages (eg sql) experiences are an advantage Experience working successfully within a complex matrix structured organization is essential. International travel may be required,

Keyskills :
requirements banking seracceptance qualityassuranceprocesses technicalsupport dynamicscrm microsoftaccess que msdynamicscrm useracceptancetesting microsoftoffice customerrelations dataintegrity tier2