Business Systems Administrator (Location Flexible)
Role Description
As a Support Systems Administrator, you’ll be responsible for day-to-day management of our third-party support platforms, collaborating with support, engineering, and analytics teams. These systems include Zendesk, SnapEngage, AWS, among others. You are a hands-on problem-solver whose role is to support internal teammates in the Customer Experience organization and continuously improve a first class support workflow.
Responsibilities
- Manage third-party tools and platforms like Zendesk, SnapEngage, AWS, as well as our custom-built tools and scripts for maintaining these systems
- Own maintenance, upgrades, incident response, user and data management and customization of these platforms as part of the CX Technology team
- Work with cross functional partners, like our Operations and Self-Support teams, to understand their goals and problems, then translate business requirements into technical solutions
- See opportunities and problems in our current workflows and devise and implement creative solutions
- You will write documentation and operational playbooks
- Maintain community and monitoring platforms, including Khoros Care and Catchpoint
Requirements
- BA/BS degree or equivalent practical experience
- 1+ years experience in technical support or IT administration
- Technical acumen and experience configuring software to proactively solve business problems for your team
- Experience administering Zendesk, Salesforce Service Cloud, or a similar large CRM or support ticketing system is a plus
- Experience using scripting (Bash, Applescript, Python etc) to automate workflows is a plus
- You have good communication skills that enable you to interact effectively with both users and cross-functional teams
- You are passionate about technology and you know and love Dropbox software