Business Analyst

Your role :

Reply promptly to helpdesk tickets from CRM users around the world. Provide a high-quality, professional response that resolves the issue while encouraging best practices. Escalate as needed those items that require additional support.

Maintain the CRM user hierarchy, ensuring that individuals have the access necessary to perform their job function while maintaining adequate security for sensitive areas.

Participate in the evaluation of enhancements made to the CRM system. Perform user acceptance testing and provide feedback.

Provide training as needed to those unfamiliar with our CRM solution. Contribute to guides and other collateral used to support training on any new functionality.

Engage in large-scale projects which may include on-boarding as the result of acquisitions, collaboration with our trading partners, cleansing of our customer and product masters, and more.

Perform other ad-hoc tasks defined by the US-based direct leader or above.

Your profile :

BS or BA Degree in relevant field and 3-5 years relevant experience

Comfortable communicating in English via phone and email

Experience working as part of a team providing 24 / 7 support to a worldwide organization. A background in CRM (lead management, quoting, forecasting etc) is a plus

Strong analytical and problem-solving skills with attention to detail. This includes the use of multiple validation steps to ensure accurate deliverables

Ability to collaborate with resources located in other time zones in order to provide a consistent experience for the users regardless of their location. Capable as well of operating independently, using your judgement when the situation calls for it

Advanced Excel skills including vlookup, index match, pivot tables, and writing formulas containing multiple functions

Ability to create detailed models using raw data from multiple sources – including the cleansing and standardization of data when necessary

What we offer :

Friendly multicultural environment and team events

Life, accident and health insurance

Cafeteria Package

Career development and training opportunity

There is an opportunity for home office (3 days a week)