CRM System Support (Night Shift - Hybrid)

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what's next. Powered by the nation's largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation's largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.
Job Summary
CRM System Support is an entry-level application support role responsible for providing day-to-day support for multiple CRM platforms and related business applications. This position partners closely with the CRM System Administration team to maintain system stability, data integrity, and overall application performance. The role serves as a primary support resource for sales teams and leadership, assisting with issue resolution, troubleshooting, user inquiries, and problem diagnosis. Additionally, the position helps monitor system functionality, document support processes, escalate complex issues when necessary, and contribute to the delivery of a reliable and efficient user experience across the CRM ecosystem.
Job Description
ROLES AND RESPONSIBILITIES

• User access management for all supported applications
• Manage multiple ticketing processes within the CRM's in support of end users, while meeting SLA's
• Work with internal Marketing and Sales stakeholders to ensure that the CRM platform supports business requirements.
• Monitor account routing and assignment to various Sales groups.
• Follow predetermined processes which are designed to guarantee optimal performance of workflows which help automate business-critical data flow and maintain Admin Resource Documentation when processes change.
• Prepare data files for upload using Salesforce.com, Microsoft Excel, Google Sheets, and third-party tools.
• Project manage work and share status on a weekly basis with stakeholders.
• Collaborating with cross-functional teams to address system-related issues.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work overnight shift, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.

SKILLS / ABILITIES / KNOWLEDGE
KNOWLEDGE:

• experience of study / understanding of concept(s)
• Understanding system support and ability to meet predetermined SLA's

SKILLS:

• observable competence to perform activity
• Excellent written and verbal communication skills
• Strong analytical, mathematical, and computing skills.

ABILITY:

• Behavior that results in an observable product
• Ability to work both independently and collaboratively with cross-functional teams in a fast-paced environment.
• Possess a professional attitude and work ethic in addition to being well organized and efficient.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards

EXPERIENCE

• Minimum one (1) year of experience supporting CRM applications (preferred)
• Experience on CRM business workflow (different entities like opportunity, leads, account etc.).
• Experience researching data and cleansing data for items such as Accounts, Contacts, etc.
• Previous experience working in a SCRUM or agile environment preferred but not required.
• Previous experience working night shift preferred.

CERTIFICATES / LICENSES / REGISTRATIONS

• CRM Certification is a plus but not required.

WORK SET-UP / SCHEDULE:

• Willing to work on Night Shift
• Hybrid Work Set-up (2x onsite, 3x WFH per week)
• Office address is at GLAS Tower, Ortigas Pasig City
• Must be flexible with the schedule and amenable to render overtime and work on holidays if needed

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.
Education
Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Relevant Work Experience
0-2 Years