Salesforce CRM Support Analyst, Level 2

Job ID:  519416
 

CRH is a leading global diversified building materials group, employing over 75,800 people at more than 3,160 locations in 29 countries. CRH is the leading building materials company in North America and the world. We manufacture and distribute a diverse range of superior building materials, products, and solutions, which are used extensively in construction projects of all sizes. 

Job Summary

The Level 2 CRM Support Analyst serves as a key collaborator within the CRM support structure, demonstrating comprehensive expertise in Salesforce.com (SFDC) as well as a thorough understanding of Sales Team processes. This role encompasses technical requirements, system configuration, user support, and compliance with all relevant policies and procedures. Reporting to the CRM Support Manager, the Level 2 CRM Support Analyst functions as the initial escalation point for Level 1 CRM Analyst support issues. While primarily remote, this position requires periodic in-office meetings at the corporate office located in Atlanta’s Perimeter area. Candidates must reside within the Atlanta metropolitan region. Travel obligations are minimal, not exceeding 10%.

Job Location

This is a remote position, but candidates must be located in the state of Georgia within driving distance to the corporate office in the Perimeter area of Atlanta.

Job Responsibilities

• Oversee and manage daily support case queues. 
• Work closely with Level 1 CRM Support Analysts to address and resolve escalated cases promptly.
• Assess and escalate cases to Level 3 Support (Admin/Dev Level) when advanced troubleshooting is necessary providing investigative results in a technically appropriate manner.
• Ensure regular and transparent updates to customers regarding case status through phone, case comments, or email communications.
• Contribute to the development and maintenance of the Knowledge Base to address frequently asked questions and improve support efficiency.
• Maintain up-to-date knowledge of all SFDC configurations and technical capabilities, particularly regarding system changes and scheduled release upgrades. Assist with review and implementation of release updates as appropriate.
• Support CRM Analysts during collaborative training sessions with Business Unit Trainers and Sales Operations teams, conducted in person, by phone, or via email.
• Provide consultation services to Corporate Marketing for SFDC operations, including generating and refining mailing lists and automating processes for national campaigns.
• Assist in the Configure Price Quote (CPQ) process by managing approval rules both OOTB and through ancillary Objects ,  DocuSign document previews, and related updates.
• Prepare ad-hoc reports as requested by users or stakeholders, conduct data analysis, and support CRM Analysts with complex reporting needs.
• Monitor, verify, maintain, and communicate system metrics to identify trends in usage and ensure data integrity, particularly concerning integrations and data uploads.
• Partner with CRM Analysts to execute ongoing system administration and develop long-term support processes, including:
• Advising on security settings and conducting regular audits of security and configuration.
• Managing new user setups, deactivations, and the transfer of account ownership for deactivated users.
• Implementing configuration changes, from routine field modifications to more intricate projects such as field re-mapping or record updates, leveraging tools like Data Loader and Inspector
• Performing regular data audits to enhance data integrity and identify opportunities for process improvement.
• Administering mass data imports using APIs or import tools upon request.
• Assist with or own, documenting complex resolutions using Salesforce Knowledge Articles
• Continuously monitor integration outcomes and collaborate with the Integrations team to uphold data integrity.
• Cooperate with CRM Analysts or Development teams to fulfill customization requests from SFDC business trainers, which may include creating flows, alerts, automated responses, and supporting:
• Manual and automated data entry and clean-up tasks.
• Maintenance of picklist, report folder, and dashboard naming conventions.
• Modification of sharing models and case notification settings.
• Creation and management of email and mail merge templates.
• Customization of list views and addition of custom fields or picklist values.
• Importing/updating campaign data and adjusting OOTB and custom lead assignment rules.
• Establishment of web integration links and execution of debug log analyses.
• Initial review or triage of existing automation

Job Requirements

• Advanced troubleshooting skills, involving root cause analysis, theory formulation and testing, collaborative planning, post-resolution verification, and thorough documentation.
• Minimum two years of experience in technical support for Salesforce CRM.
• At least two years in user support roles.
• Preferred certifications: Salesforce.com Administrator and CPQ Specialist.
• Proficient in the SFDC Lightning Experience platform.
• Exceptional verbal and written communication abilities in English.
• Strong technical and analytical capabilities.
• Demonstrated empathy and commitment to providing high-quality customer service.
• Skilled in prioritization, multitasking, and performing effectively under pressure.
• Customer-oriented mindset in solution delivery.
• Prior involvement with sales teams is considered helpful.

Compensation

• Base Salary - $80,000 - $115,000 per year
• 401(k) plan / group retirement savings program
• Short-term and long-term disability benefits
• Life insurance
• Health, dental, and vision insurance
• Paid time off
• Paid holidays

What CRH Offers You

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• An inclusive culture that values opportunity for growth, development, and internal promotion

About CRH

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.

If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest!

CRH is an Affirmative Action and Equal Opportunity Employer.

EOE/Vet/Disability