CRM Business Support Analyst - Spanish Bilingual

CRM Business Support Analyst – Spanish Bilingual

Location: Dunton, Essex

Salary – Up to £37,260

Full-time (40 hours/week | Monday to Friday | 8.30am to 5.00pm | flexibility required for international meetings.

Must be willing to travel regularly between UK and European sites (min once per month).

This role is open to candidates who already have the right to work in the UK, as visa sponsorship is not available.

Are you fluent in Spanish and English and ready to take your CRM expertise to an international stage?

At Percepta, we’re looking for a CRM Business Support Analyst to join our European CRM team and play a key role in supporting and shaping the rollout of Salesforce CRM across 5 European hubs in 2025.

This is more than just a support role—you’ll be at the heart of improving systems, enabling contact centre teams, and driving user adoption across Europe.

We are looking for a flexible, proactive, reliable and collaborative CRM Business Support Analyst to become an integral part of the EU CRC Business Administration team, supporting users of Salesforce & other CRM system across European CRC hubs.

What You’ll Be Doing:

This role is bilingual in Spanish and English. This team will lead the deployment of the Salesforce CRM system across 5 hubs in 2025, whilst supporting the existing CRM. The CRM Business Support Analyst, working with our client’s management, is responsible for post go live support for all European hubs, generating improvement needed to support the daily operational teams. They will also implement configuration updates to support operational changes across the European Contact centres in conjunction with the Pro Tech lead (IT).

During a Typical Day, You’ll:

• Provide support for users of the current CRM – GCCT
• Configure permissions for Salesforce users for each hub
• Perform users’ administration (the individual will have a European role and European permissions)
• Build Salesforce dashboards and create reports for agents, team leads and supervisors to support Operations
• Perform initial triage of agent queries/incidents to address where possible or raise incident tickets for Salesforce support team engagement (through JIRA)
• Escalate systemic issues as appropriate to Pro Tech/our client’s management for resolution
• Work with Pro Tech support team and agents to analyse errors or unexpected system behaviour
• Provide feedback to QA and Training to improve agent knowledge and system usage
• Perform UAT & smoke testing of new functionality or system changes and provide Operations and management with data extracts and analysis

What You Bring to the Role:

• Fluent in written and verbal Spanish & English (Professional)
• Extensive (mid-level) experience as an administrator and data analyst across multiple CRM
• Salesforce experience preferred, but not essential if extensive experience with other CRM systems can be demonstrated
• Jira experience preferred, but not essential if experience with other IT ticketing systems can be demonstrated
• Knowledge of EU Contact Centre processes
• Organised and able to navigate through multiple requests across several communication channels (Teams, Slack, Webex etc.)Ability to articulate user needs and to communicate with developers as required.
• Quick thinker and ability to take initiative
• IT literate (including IT ticketing system such as Rally or Jira)
• Salesforce accredited desirable

Other

• Core Hours will be EU
• Able to work to a flexible schedule; may be required to attend US time zone meetings which fall outside of core EU CRC hours
• Able to work remotely/hybrid

What You Can Expect:

• 25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 30 days annual leave plus bank holidays.
• Life Assurance 4 x annual salary
• Contributory pension scheme
• Private Medical Insurance
• Comprehensive travel insurance for you and family in line with Scheme rules
• Discounted dental scheme
• Discounts on brand new vehicles
• Employee Assistance Program (EAP)
• Cycle to work scheme
• Free onsite parking

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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