Job Description – Intern – Application Support (CRM)
Employment Type: Internship
Experience: Fresher
About the Role
We are looking for a motivated and enthusiastic Intern – Application Support (Functional – CRM) to join our Application Support team.
The candidate will be responsible for providing Level 1 functional support for CRM applications, assisting users with application-related queries, performing initial issue analysis, documenting incidents, and coordinating with relevant teams for resolution.
This role is ideal for a fresher who is interested in CRM applications, business processes, customer support, and functional application troubleshooting.
Key Responsibilities
- Provide Level 1 functional support for CRM applications to internal users and customers.
- Understand user queries and issues related to CRM functionalities and business processes.
- Analyze reported issues and perform initial functional troubleshooting.
- Log, categorize, prioritize, and track incidents and service requests using ticketing tools.
- Assist users with CRM application navigation, features, and standard processes.
- Investigate issues by reviewing application data, user inputs, configurations, and available logs.
- Identify whether an issue is related to application functionality, data, configuration, or user process.
- Escalate unresolved or complex issues to L2 support, functional consultants, development, or other relevant teams.
- Coordinate with internal teams to ensure timely resolution of reported issues.
- Follow defined SOPs, support processes, and SLA guidelines.
- Maintain accurate documentation of incidents, resolutions, FAQs, and known issues.
- Assist in preparing user guides and knowledge-base articles for commonly reported issues.
- Support basic CRM data validation and analysis using SQL or application reports, where required.
- Perform functional validation after fixes or configuration changes.
- Communicate issue status and resolution updates clearly to stakeholders.
- Participate in application monitoring, release validation, and routine CRM support activities.
Required Skills
- Good analytical and problem-solving skills.
- Ability to understand user requirements and translate them into functional issues.
- Good verbal and written communication skills.
- Strong attention to detail.
- Ability to document issues clearly and accurately.
- Basic knowledge of MS Excel for data analysis and reporting.
- Basic knowledge of SQL is an advantage.
- Willingness to learn CRM applications and business processes.
- Ability to work collaboratively with users, functional teams, developers, and QA teams.
Educational Qualification
- Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, Business Administration, or a related field.
- Fresh graduates with an interest in CRM and functional application support are encouraged to apply.
Preferred Skills / Exposure
Exposure to any of the following will be an added advantage:
- Any CRM application such as Salesforce, Microsoft Dynamics 365, Zoho CRM, SAP CRM, or similar platforms.
- CRM modules and business workflows.
- Ticketing tools such as ServiceNow, Jira, or similar platforms.
- Basic SQL and database concepts.
- MS Excel – filters, sorting, VLOOKUP/XLOOKUP, Pivot Tables, and basic reporting.
- Basic understanding of SDLC and software support processes.
- Knowledge of incident, problem, and change management concepts.
- Basic understanding of UAT and functional testing.