Subscription Support Administrator

Job Description

The position

We are looking for a proactive and resourceful support administrator to be part of our company’s Animal Health Technology Solutions IT team. Your main responsibility will be to provide first line support and triage for (internal) customers using our Salesforce CRM instance. Our Salesforce instance (with Zuora CPQ) is used globally, and we are introducing additional species to the platform and rolling out subscription products to our global user base. Salesforce is used by both internal sales teams and external customers.

Who are you?

If you don’t know how to solve an issue, you are determined to find an answer or solution and consult experts within and outside of the organization. You will have experience of tier 1 support activities for a global product. You will have good person skills with experience in communicating with business users of varying skill sets. Self-organized and structured, with the ability to triage issues related to an integrated environment comprising multiple downstream systems with specialist support teams. Flexible working hours to support global roll-out initiatives. You must be able to hit the ground running in a fast-paced and dynamic work environment.

What will you do?

Your primary activities include (but are not limited to):
Provide tier 1 internal customer support for our subscription platform.
Manage Jira Kanban board to facilitate issue tracking and reporting.
Follow scripted solutions to resolve typical end-user support issues within the MAXX, MAXXflex, and Zuora products.
Triage problems raised via multiple support channels (Jira, Teams, Email, Phone) to appropriate technical teams (Salesforce, Zuora, ERP, Finance, Reporting).
Escalate as required to internal tier 2 support teams and raise appropriate support tickets.
Support day to day operations, administration and continuous improvement.
Support the global roll-out of our Zuora CPQ platform.
Support the roll out of the Salesforce Service and Experience Cloud.
Work with internal customers and technical teams.

Your qualifications, experience and skills

Excellent written, verbal, and interpersonal communication skills and ability to negotiate with customers in a courteous professional manner.
Ability to liaise with multi-disciplined support organisations,
Proficient knowledge of commonly used concepts, practices and procedures in a global organization.
Strong multitasking, organizational, and time management skills, with a focus on attention to detail.
Proven ability to collaborate and communicate with both technical and non-technical personnel.
Demonstrated ability to quickly learn new skills, products, technologies and procedures.
Experience using Salesforce and Jira or similar technologies.
Technology curious and analytical in nature; adept at troubleshooting and problem-solving
Flexibility to work variable schedules as necessary.

Current Employees

Current Contingent Workers

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:
Regular

Relocation:
No relocation

VISA Sponsorship:
No

Travel Requirements:
No Travel Required

Flexible Work Arrangements:
Hybrid, Remote Work

Shift:
Valid Driving License:
Hazardous Material(s):
Requisition ID: R227287