Role & responsibilities
Act as the first point of contact for all CRM-related incidents and user queries.
Diagnose and resolve issues within defined timelines; escalate complex or unresolved issues to L2/L3 teams with complete documentation.
Communicate clearly and professionally with users to understand concerns, provide updates, and ensure high user satisfaction.
Collaborate with internal teams and stakeholders to ensure smooth functioning of CRM and related applications.
Adhere to defined SLAs, support processes, and quality benchmarks.
Identify recurring issues and recommend preventive actions or process improvements.
Maintain accurate records of incidents, resolutions, and escalation logs.
Create and update knowledge base articles, FAQs, SOPs, and user manuals to improve self-service and reduce ticket volumes.




Conduct user training sessions and provide guidance on CRM functionalities and best practices.
Collect and analyse user feedback to support continuous improvement of applications and support services.

Preferred candidate profile
Minimum 2+ years of experience in CRM support, application support, or related roles.
Basic understanding of CRM systems and ERP platforms (experience with SAP C4C/ByD preferred).
Robust analytical and problem-solving skills.
Excellent verbal and written communication skills.
Proficiency in MS Office tools, with strong expertise in MS Excel.
Ability to handle multiple tasks and priorities in a rapid-paced workplace.
Exposure to AI-enabled applications or automation tools is an added advantage.

📌 Senior Executive New Delhi
🏢 Stonex India
📍 New Delhi