Revenue Operations Helpdesk Analyst

Who We Are:

CrashPlan
provides cyber-ready data resilience and governance in a single platform for organizations whose ideas power their revenue. With its comprehensive backup and recovery capabilities for data stored on servers, on endpoint devices, and in SaaS applications, CrashPlan's solutions are trusted by entrepreneurs, professionals, and businesses of all sizes worldwide. From ransomware recovery and breaches to migrations and legal holds, CrashPlan's suite of products ensures the safety and compliance of your data without disruption.

What You Will Be Doing

We are recruiting for a
Revenue Operations Helpdesk Analyst
to join our team in a helpdesk support capacity. In this role, you will serve as the primary point of contact for Sales Team requests, troubleshooting issues, and providing operational support within Salesforce and other GTM tools. While you won't perform administrative configuration work, knowledge of Salesforce administration and CPQ functionality is essential for effectively diagnosing problems, understanding system limitations, and escalating complex issues appropriately. You will work closely with our Sales, Accounting, and Business Enablement teams to provide timely resolution and identify process improvements.

Key Responsibilities

• Primary helpdesk support for sales operations requests, responding effectively and in a timely manner in accordance with established SLAs
• Troubleshooting Salesforce and CPQ issues using platform knowledge to diagnose problems and provide solutions or appropriate escalation
• Cross-functional support for order processing and lead conversions/account creation requests
• Partnering with Sales, Accounting, Finance, and Legal teams to facilitate complex quote reviews and ensure accuracy
• User support and training for sales team on systems and processes
• Customer issue research and resolution using system knowledge to identify root causes
• Intake and triage of sales operations requests, determining priority and routing appropriately
• Completing data entry and validation tasks while ensuring data integrity
• Working cross-departmentally to identify and recommend sales process improvements
• Testing support for new SKUs or enhancements to our Salesforce instance
• Providing day-to-day operational support to sales and finance functions

What You Bring

Required Qualifications:

• Bachelor's Degree in Business Administration, Finance, Accounting or related discipline and/or equivalent experience
• 3+ years of experience in a helpdesk or user support role, including Salesforce experience
• Working knowledge of Salesforce administration sufficient for troubleshooting and user support
• Advanced level proficiency in MS Excel (pivot tables, vlookups, macros, if/then, etc)
• Ability to communicate complex technical issues to a wide range of audiences

Preferred Qualifications

• Previous experience in a SaaS environment
• CPQ (Configure, Price, Quote) platform knowledge for troubleshooting quoting issues
• Knowledge of sales processes and revenue operations

Work Environment

• On-site with some flexibility
• Alternate Saturday working schedule
• Typical working hours will be 11am - 5pm IST in office, then finishing up with a few additional hours remotely at home

CrashPlan values workplace diversity and ensuring an environment of mutual respect. Employment opportunities are available to all applicants without regards to race, color, creed, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability, genetic information, or any other category protected by law. We believe that diversity and inclusion are critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. We are proud to be an equal opportunity employer.