Junior CRM Systems Administrator

Description

The Junior CRM Systems Administrator will assist staff in the home office and remote locations with technical support of software applications, system integrations, and related technology.  Support includes troubleshooting, diagnosing, and resolving issues within established guidelines.  Using policy guidelines, this position is responsible for documenting issues and communicating resolutions using the ticketing system. Independent judgment and initiative is required to plan, prioritize, and organize a diversified workload under pressure and deadlines.  A service-oriented mindset and a positive attitude are crucial to the success of this position.  This position is responsible for playing their part to achieve the bigger vision and mission of East-West and for ensuring that all ministry activities are clearly aligned with East-West’s Vision, Mission, Values, Faith Goals, Statement of Faith and Biblical principles.  

Essential Duties, Responsibilities, and Ministerial Activities

1. Assist staff with software applications, system integration issues, and related technology 
   • Training users on software application best practices
   • Updating users on the status of their incident or service request
2. Ensure system integrations operate smoothly by resolving errors generated in exception reports 
3. Work with individual staff to gather additional information related to reported issues
   • Escalate issues when required
4. Work with vendor support contacts to resolve technical issues 
   • Track issues using ticketing system to ensure high availability of customer support
5. Lead, attend, and/or contribute to East-West sponsored spiritual formation activities and perform other duties as assigned 

Requirement

Education and Experience

• Bachelor’s degree in Computer Science, Computer Engineering, or Information Systems preferred
• 1-3 years experience with SaaS (Software as a Service) applications
• Working knowledge of CRM applications
• Salesforce Certified Administrator preferred
• Experience troubleshooting software issues and investigating potential problems
• Experience with relational databases strongly preferred

Skills and Abilities

• Focus and dedication to customer satisfaction
• Strong technical, analytical, and problem-solving skills
• Strong initiative, self-motivation, and ability to complete tasks on time
• Ability to handle multiple priorities with minimal supervision
• Ability to listen well to service-related problems and offer help and solutions
• Excellent verbal and written communication skills, including proficiency in grammar and spelling 
• Excellent organizational and time management skills, including proficiency in evaluating and prioritizing issues
• Ability to manage competing demands, accept criticism and constructive feedback, while being extremely adaptable and flexible
• Driven to constantly improve Technology Applications support  – not satisfied with status quo
• Willing, flexible attitude
• Patient and service-oriented
• Conscientious with great attention to detail