Cushman & Wakefield - CRM Support Analyst

Principle Responsibilities

Cushman & Wakefield is working hard to build a client-centric culture and approach to managing business opportunities and client relationships. Our CRM platform plays a pivotal role in embedding this mindset into everything we do and off of which we can build a world class - client only- approach.

In this role, the right candidate will assist in the next evolution of our CRM platform through supporting users across Asia Pacific and EMEA on various issues with the platform. To be successful in this role, you need to respond and resolve issues in a timely manner. You ' ll track assigned issues, understand root & cause and provide high quality documentation ( Root cause analysis, Tickets analysis, response to internal clients ) for internal clients. You should have ability to understand and explain details of a technical software solution to both technical and non-technical audiences alike.

KEY ACCOUNTABILITIES INCLUDES:

- Provide helpdesk services to our internal clients

- Manage and progress client support emails and calls

- Document problems, activities and solutions for each case

- Communicate the status of issues to internal clients and to the CRM team

- Collaborate with internal team and external team members on complex support issues

- Identify high priority customer issues and escalate to appropriate team members

- Work with customers and other team members to investigate, test and develop solutions and workarounds to resolve client issues/requests

- Perform in-depth analysis of user issues to determine causes and solutions

- Develop your personal technical knowledge base on- and off-the-job

- Gain an understanding of the underlying business, data and processes sufficient to provide expert advice to users in the use of Salesforce CRM

- Participate in the identification and specification of requested larger changes and enhancements, maintaining a prioritized product backlog

- Participate in the delivery of changes within an agile development environment in collaboration with business analysts, developers and users

- Other duties as assigned

- Contribute to the team's effort in consistently deliver a delightful support experience

Qualification and Key Requirements

- University degree

- 4+ years as a support analyst

- Certified Salesforce administrator and experience in Sales Cloud - Stellar written and verbal communication skills

- Confidence to deal and communicate with stakeholders from all levels and regions in the business

Proven ability to understand and explain details of a technical software solution to both technical and non-technical audiences alike

- Ability to work independently in a fast paced environment with minimal supervision

- Experience in Agile development methodology

Bonus Points

- Experience with Salesforce technical and functional solutions

- Experience using Jira and Confluence

- Experience is supporting Integration projects

JOB QUALIFICATIONS

Education:

- University degree