Technical CRM Support

ASIA Strategic Holdings Vietnam

• Asia Strategic Holdings (Asia Strategic) is a London-listed investment company (ASIA: LN) with headquarters in Singapore, Ho Chi Minh City and Yangon. As an operator and developer of a fast-growing portfolio of businesses, the company aims at creating opportunities for investors to gain exposure to the world's final frontier markets: Vietnam and Myanmar.
• Asia Strategic employs over 2,500 people operating across three principal sectors that it has focused on thus far: education, hospitality, and business services. It is actively looking into additional industries with potential for growth such as healthcare, retail services and renewable energy.

->>>>>>Key Purpose of the Job:

Technical Product Support ensures smooth day-to-day operations of CRM and business applications by handling Tier-1 support, executing approved configurations, maintaining data quality, and assisting users and Country IT teams. This role focuses on operational stability, accuracy, and adherence to standards.

Job description:

1.Service Support

1.1. Incident Management

Diagnose and resolve Tier-1 CRM/platform incidents such as workflow errors, automation failures, permission mismatches, and data syncing issues.

Perform structured root-cause checks and apply corrective actions.

Escalate to Specialist/Lead with complete logs, impact details, and test results.

1.2. Request Fulfillment

Execute approved configuration updates (fields, forms, reports, templates, workflows).

Process account provisioning/deprovisioning based on RBAC rules.

Perform data corrections (duplicates, invalid records) following SOP and governance.

Identify repeating issues and provide preliminary analysis to Specialist/Lead.

Collect evidence required for deeper RCA and track corrective actions.

Support execution of structural fixes defined by higher tiers.

Guide end-users on platform usage and basic best practices.

2.Service Delivery: Configuration & Asset Management

Maintain configuration accuracy and update CI records (workflows, roles, automation).

Conduct routine system checks: automation status, API usage, error logs.

Ensure consistent configuration aligned with naming conventions and standards.

Execute approved changes and update documentation accordingly.

Verify post-release configuration and ensure successful rollout.

3.Knowledge Management:

Document troubleshooting steps, SOP updates, and user instructions.

Contribute to the Known Issues library and internal knowledge base.

Suggest improvements based on real operational incidents and user feedback.

While the above includes a description of the position's essential functions, other duties may be assigned. This job description is subject to change at the discretion of management.