IT Support Executive

Job Overview:

We are seeking a dedicated IT Support Specialist to manage, optimize, and provide technical support for our organization's Zoho CRM platform and integrated applications. This role ensures the CRM system operates seamlessly, meets business needs, and that all users are trained and supported effectively. 

Key Responsibilities:

• System Setup and Configuration:
• Configure and customize Zoho CRM modules, fields, layouts, and page designs to align with internal sales, marketing, and support processes.
• Set up and manage user accounts, roles, profiles, and permissions to ensure appropriate data access and security compliance.
• Automation and Workflow Management:
• Design and implement workflow rules, blueprints, and assignment rules to automate repetitive tasks and enforce standardized sales processes.
• Develop custom functions and scripts (Deluge) to meet specific business requirements where needed.
• Integration and Data Management:
• Integrate Zoho CRM with other internal systems and third-party applications (e.g., email platforms, accounting software, marketing tools) using APIs or tools like Zoho Flow/Zapier.
• Perform data migration, cleanup, and ensure data integrity within the CRM system.
• User Support and Training:
• Serve as the primary point of contact for all Zoho CRM-related technical issues, providing timely and effective support to end-users.
• Diagnose and resolve software issues, escalating complex problems to the appropriate technical teams or Zoho support when necessary.
• Conduct user training sessions and develop clear documentation and FAQs to improve user proficiency and adoption.
• Monitoring and Optimization:
• Create and maintain reports and dashboards to provide insights into sales performance, customer behavior, and system usage.
• Proactively monitor system performance and identify areas for process improvements and efficiency gains. 

Qualifications & Skills:

• Education: A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• Experience: Proven, hands-on experience with Zoho CRM platform configuration, customization, and implementation.
• Technical Skills:
• In-depth knowledge of Zoho CRM and familiarity with other Zoho applications (e.g., Zoho Desk, Analytics, Creator).
• Experience with workflow automation, data analysis, and system integration.
• Familiarity with Deluge scripting, APIs, and basic programming concepts is a strong plus.
• Soft Skills:
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Strong organizational skills and the ability to manage multiple tasks and projects simultaneously. 

Certifications:

Zoho CRM certification or relevant IT certifications (CompTIA A+, Network+) are a benefit.