12 days old

Systems Support Specialist

Mountain View, CA 94043
  • Job Code
  • Payrate
    $33 To $40

Project Overview:

Local Services by Google (https://www.google.com/adwords/local-services-ads/) is a new product that helps match and connect consumers with local service professionals, like locksmiths, plumbers, house cleaners and handymen. Consumers can search among the qualified, background-checked professionals on our platform, and find profile info, ratings and reviews for each.

We're looking for a CRM System Specialist who can help configure and manage one of Google's largest in-house CRM systems, used for supporting virtually all Local Services providers and consumers.

Top 3 Daily Responsibilities:

Configure and manage the CRM system for Local Services, including overseeing team routing, case routing, product configuration, customer satisfaction survey configuration, template configuration, and quality control

Maintain the system through consistent proactive upkeep

Work cross-functionally with teams to gather and document requirements for business processes, and determine ways to optimize or improve the application setup and workflows

Overall Responsibilities:

Serve as primary owner for all CRM trainings and troubleshooting of user issues with system workflows/processes/access

Build and maintain scalable reporting tools through creating queries and dashboards

Train up a team of CRM lower level system admins

Manage and update dashboards daily to ensure timely reporting to manager and larger team

Organize large data sets and be able to summarize key findings to manager and team

Perform deep-dives into metrics and determine where to operate to have the most impact

Communicate and present updates and deep dives during team meetings and with manager

Support operations manager and team lead on key projects

Provide analysis support for making the operations more efficient, particularly at scale

Write and run queries to monitor progress of operations

Share learnings in team meetings and through 1:1 syncs with manager

Required Skills:

BA/BS degree in Business or Business management, or 2+ years equivalent experience

Minimum 1 year of experience in an CRM System Specialist role

Minimum 1 year of experience using SQL in an analytics capacity

Analytical skills and experience developing reporting tools with SQL and spreadsheets

Experience creating reports to be shared at the team and leadership levels

Experience working with multiple large data sources and combining relevant information to generate insights from analyses; creating effective reporting solutions (e.g. dashboards, tables, metrics)

Experience collaborating on projects involving multiple teams

Ability to handle and prioritize multiple tasks

Experience within a high-tech company

Excellent organizational, analytical, and influencing skills

Excellent oral/written communication and interpersonal skills

Entrepreneurial spirit and comfort navigating fast-changing, fast-paced environments

Ability to work quickly, efficiently, and independently

Nice to Have Skills/Not Required:

Experience working with command line tools in a Unix/Linux environment

Project management skills

Previous work in large tech company


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Randstad Technologies
Mountain View, CA 94043

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