Sales Support Specialist

About the Role

The Sales Support Specialist will provide day-to-day support to sales and operations users. The role will support Salesforce CRM processes, coordinate issue resolution, assist with reporting and testing, and help identify opportunities to improve sales operations processes. The successful candidate will work closely with the Regional CRM Manager, Sales Operations Systems team, Technical Solutions team, and business stakeholders.

Key Responsibilities

1. Salesforce and User Support

- Provide first-level support to sales and operations users on Salesforce CRM processes and issues.

- Respond to user queries, troubleshoot basic issues, and coordinate follow-up actions.

- Log, track, and follow up on support cases and change requests.

- Work with the Technical Solutions team on issue resolution.

- Act as a reliable point of contact for Salesforce process-related questions.

- Maintain documentation of recurring issues, solutions, and operating procedures.

2. Project and Process Support

- Support the Regional CRM Manager and Sales Operations Systems team on Salesforce-related activities.

- Assist with small- and medium-scale Salesforce enhancement projects.

- Help gather requirements, document process flows, and track project actions.

- Identify process gaps and suggest practical improvements.

- Coordinate stakeholder follow-ups and support change adoption.

3. Testing and Reporting

- Support User Acceptance Testing, including preparing test cases, recording results, and tracking defects.

- Extract and analyse Salesforce reports to support operational decision-making.

- Assist with data checks, documentation, and routine operational reporting.

- Provide updates on outstanding issues, dependencies, and risks.

Essential skills

- Experience with Salesforce user support or CRM operations.

- Tech-savvy, with the ability to troubleshoot and learn new systems quickly.

- Strong communication and stakeholder collaboration skills - ability to explain clearly to business and tech working stakeholders

- Good organisation and follow-through.

- Proactive, dependable, and self-motivated with a desire to contribute to a successful roll-out & maintenance of the Salesforce CRM platform.

- Comfortable independently working in a fast-paced and sometimes ambiguous environment.

Good to have

- Experience with CRM user support.

- Experience supporting UAT or system enhancement projects.

- Experience drafting process flows and documenting standard operating procedures.

- Experience extracting and analysing CRM reports.

- Experience working in a tech/hyper-growth company.