Vacancy NameJunior CRM Analyst Vacancy NoVN424 Employment TypeFull-Time Business NamePayPoint Network Ltd LocationWelwyn Garden City Job Details What will you be doing? As a Junior CRM Technical Analyst, you are part of a team helping to support systems which are essential to looking after our Merchants and Retailers. You will work with the Business as part of the CRM Team to ensure incidents are resolved, and requirements are delivered in a timely and efficient manner. The role is principally responsible for triaging incidents and requests, and managing the support activities of all applications and systems used to support and run the business that fall within the remit of CRM Services. This includes but is not limited to, CRM (Salesforce, Platform and Gateway) and PayPoint Back Office (including legacy applications). A key focus of the role is to drive down the number of incidents and deliver excellent service to our business users who serve the Retailer and Merchants community. What would we like from you? Understand and triage tickets that come into the CRM and Handepay teams Use of Halo as our ITSM tool to monitor and triage Incidents and requests Provide excellent customer service and taking time to understand the needs of our customer base. Support processes for all CRM systems (including Salesforce, Integration services and back office systems) Work with the Support team to deliver business change on Salesforce and back office systems Champion knowledge share and learning within the CRM Services and to our business users Working in a fast-paced support team to help drive the delivery and technical competency of the team and the product forwards Support and Manage user profiles, roles, permission sets, assignment rules, and license needs. Create and customize standard and custom objects including fields (including formula fields), page layouts, security rules and validation rules in conjunction with the wider team and design authority. It would be great if you already have… Experience of working within a support team Good communication skills; both written and verbal Team Player with a can-do attitude Excellent customer service What can we do for you? This position offers a mix of remote-based working and onsite working in our head office in Welwyn Garden City. Holiday purchase scheme, with 25 days holiday plus bank holidays as standard. On-site gym at our office (Free), and nationwide corporate rate gym membership Online benefits portal where you can access lots of deals, discounts - for example of shopping or holidays Contributory company pension scheme Progression and Development Private medical insurance Life assurance of 3 x annual gross salary, with the option to purchase additional cover You’re also able to purchase a range of benefits at a discounted rate including, critical illness cover, bicycles via our Cycle2Work scheme, dental insurance and TasteCard dining discount card We’re committed to building a culture that empowers all of our people to thrive and feel a sense of belonging at PayPoint DescriptionAs a Junior CRM Technical Analyst, you are part of a team helping to support systems which are essential to looking after our Merchants and Retailers. You will work with the Business as part of the CRM Team to ensure incidents are resolved, and requirements are delivered in a timely and efficient manner. Key ResponsibilitiesThe role is principally responsible for triaging incidents and requests, and managing the support activities of all applications and systems used to support and run the business that fall within the remit of CRM Services.