CRH · 12 hours ago
Salesforce CRM Support Analyst, Level 2
Atlanta, GA
Full-time
Hybrid
Entry, Mid Level
$80K/yr - $115K/yr
2+ years expCRH is a leading global diversified building materials group, and they are seeking a Level 2 CRM Support Analyst to collaborate within the CRM support structure. This role involves managing support cases, providing user support, and ensuring compliance with relevant policies.
Building MaterialConstructionManufacturing
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
Qualification
Required
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
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
Preferred
Preferred certifications: Salesforce.com Administrator and CPQ Specialist
Prior involvement with sales teams is considered helpful
Benefits
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
Comprehensive medical, dental and disability benefits programs
Health and wellness programs
Company
CRH
CRH manufactures and distributes building materials and products for construction projects. It is a sub-organization of CRH Ventures.
10001+ employees
H1B Sponsorship
CRH has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2023 (1)
2021 (1)
2020 (1)
Funding
Current Stage
Public CompanyTotal Funding
unknown2023-07-21IPO
Leadership Team
Jim Mintern
Chief Executive Officer
Alan Connolly
Director of Strategic Finance
Recent News
Irish Times
2026-01-23
2026-01-20
MarketScreener
2026-01-07
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