Technical Product Support ensures smooth day-to-day operations of CRM and business applications by handling Tier-1 support, executing approved configurations, maintaining data quality, and assisting users and Country IT teams. This role focuses on operational stability, accuracy, and adherence to standards.
Job description:
1. Service Support
1.1. Incident Management
· Diagnose and resolve Tier-1 CRM/platform incidents such as workflow errors, automation failures, permission mismatches, and data syncing issues.
· Perform structured root-cause checks and apply corrective actions.
· Escalate to Specialist/Lead with complete logs, impact details, and test results.
1.2. Request Fulfillment
· Execute approved configuration updates (fields, forms, reports, templates, workflows).
· Process account provisioning/deprovisioning based on RBAC rules.
· Perform data corrections (duplicates, invalid records) following SOP and governance.
· Identify repeating issues and provide preliminary analysis to Specialist/Lead.
· Collect evidence required for deeper RCA and track corrective actions.
· Support execution of structural fixes defined by higher tiers.
· Guide end-users on platform usage and basic best practices.
2. Service Delivery: Configuration & Asset Management
· Maintain configuration accuracy and update CI records (workflows, roles, automation).
· Conduct routine system checks: automation status, API usage, error logs.
· Ensure consistent configuration aligned with naming conventions and standards.
· Execute approved changes and update documentation accordingly.
· Verify post-release configuration and ensure successful rollout.
3. Knowledge Management:
· Document troubleshooting steps, SOP updates, and user instructions.
· Contribute to the Known Issues library and internal knowledge base.
· Suggest improvements based on real operational incidents and user feedback.
