Technical Product Support

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:
Service Support
Incident Management
· Perform structured root- cause checks and apply corrective actions.
· Escalate to Specialist/Lead with complete logs, impact details, and test results.
· Diagnose and resolve Tier- 1 CRM/platform incidents such as workflow errors, automation failures, permission mismatches, and data syncing issues.
Request Fulfillment
· Guide end- users on platform usage and basic best practices.
· Perform data corrections (duplicates, invalid records) following SOP and governance.
· Support execution of structural fixes defined by higher tiers.
· Collect evidence required for deeper RCA and track corrective actions.
· Process account provisioning/deprovisioning based on RBAC rules.
· Identify repeating issues and provide preliminary analysis to Specialist/Lead.
· Execute approved configuration updates (fields, forms, reports, templates, workflows).
Service Delivery: Configuration & Asset Management
· Conduct routine system checks: automation status, API usage, error logs.
· Maintain configuration accuracy and update CI records (workflows, roles, automation).
· Execute approved changes and update documentation accordingly.
· Ensure consistent configuration aligned with naming conventions and standards.
· Verify post- release configuration and ensure successful rollout.
Knowledge Management:
· Suggest improvements based on real operational incidents and user feedback.
· Contribute to the Known Issues library and internal knowledge base.
· Document troubleshooting steps, SOP updates, and user instructions.

Required Competencies
· Fast learner with solid problem- solving fundamentals.
· 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.
Required Professional Qualification
Technical Domain:
· Data Quality & Root Cause Analysis (RCA).
· Basic Workflow Logic
· CRM Administration.
· Operational Monitoring.
· Role- Based Access Control (RBAC).
· API & Webhook Troubleshooting
Technical Stack:
· Troubleshooting Tools: Postman (basic), Webhook logs, Browser DevTools
· CRM Platforms: HubSpot / Salesforce (admin basics)
· Documentation & Ticketing: Confluence, SharePoint, Jira/Zendesk
· Monitoring: Uptime/Synthetics tools

Laptop, Chế độ bảo hiểm, Du Lịch, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Nghỉ phép năm

Cập nhật gần nhất lúc: 2026-01-21 12:50:03