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
· Diagnose and resolve Tier- 1 CRM/platform incidents such as workflow errors, automation failures, permission mismatches, and data syncing issues.
· Escalate to Specialist/Lead with complete logs, impact details, and test results.
· Perform structured root- cause checks and apply corrective actions.
Request Fulfillment
· Execute approved configuration updates (fields, forms, reports, templates, workflows).
· Perform data corrections (duplicates, invalid records) following SOP and governance.
· Support execution of structural fixes defined by higher tiers.
· Guide end- users on platform usage and basic best practices.
· Process account provisioning/deprovisioning based on RBAC rules.
· Identify repeating issues and provide preliminary analysis to Specialist/Lead.
· Collect evidence required for deeper RCA and track corrective actions.
Service Delivery: Configuration & Asset Management
· Maintain configuration accuracy and update CI records (workflows, roles, automation).
· Conduct routine system checks: automation status, API usage, error logs.
· Verify post- release configuration and ensure successful rollout.
· Execute approved changes and update documentation accordingly.
· Ensure consistent configuration aligned with naming conventions and standards.
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
· High attention to detail and disciplined execution of SOPs.
· Ability to understand business workflows and translate them into system actions.
· Fast learner with solid problem- solving fundamentals.
· Strong customer service mindset and clear communication.
Required Professional Qualification
Technical Domain:
· Data Quality & Root Cause Analysis (RCA).
· CRM Administration.
· Basic Workflow Logic
· API & Webhook Troubleshooting
· Operational Monitoring.
· Role- Based Access Control (RBAC).
Technical Stack:
· Monitoring: Uptime/Synthetics tools
· CRM Platforms: HubSpot / Salesforce (admin basics)
· Documentation & Ticketing: Confluence, SharePoint, Jira/Zendesk
· Troubleshooting Tools: Postman (basic), Webhook logs, Browser DevTools

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: 2025-11-20 01:05:02