IT Systems Administrator

Job Title:** Customer Service IT Systems Administrator

Role Summary

Key Responsibilities**1. System Administration & Maintenance

• **Manage Core Platforms:** Administer and maintain the CRM (e.g., Salesforce Service Cloud, Zendesk, HubSpot Service Hub) and the Phone/Contact Center system (e.g., Five9, Talkdesk, Amazon Connect, Genesys).
• **User Access Control:** Manage user roles, profiles, permissions, and security settings to ensure compliance with data privacy regulations (GDPR, CCPA).
• **Performance Monitoring:** Monitor system health, API latency, and uptime. Proactively identify bottlenecks that cause slow load times for agents.
• **Patch Management:** Schedule and implement software updates, patches, and new releases with minimal disruption to 24/7 support operations.

2. Integrations & Automation

• **API Management:** Maintain integrations between the CRM and external systems (ERP, WMS, billing systems) to ensure customer data, order statuses, and account details are synced in real-time.
• **Automation:** Build and maintain automated workflows (e.g., automatic ticket routing based on language or issue type, triggered emails for shipping delays).
• **Middleware Management:** Manage iPaaS (Integration Platform as a Service) tools like Workato, Zapier, or MuleSoft to connect disparate SaaS applications.

3. Agent Support & Troubleshooting

• **Escalation Point:** Act as Tier 2/3 support for the Customer Service team. When agents encounter system errors, broken macros, or data mismatch issues, the SysAdmin investigates and resolves the root cause.
• **Hardware Management:** Oversee the hardware used by the contact center (VOIP phones, headsets, thin clients) and ensure network stability for remote or in-office agents.

4. Reporting & Data Integrity

• **Dashboards:** Build and maintain real-time dashboards for CS leadership showing metrics like Average Handle Time (AHT), First Response Time (FRT), and Customer Satisfaction (CSAT).
• **Data Hygiene:** Run scripts or automation to clean duplicate customer records, fix failed API syncs, and maintain the integrity of the customer database.

5. Strategy & Optimization

• **Tool Evaluation:** Evaluate new software tools or features to improve agent efficiency (e.g., AI chatbots, co-browsing tools, knowledge base platforms).
• **Disaster Recovery:** Develop and test failover procedures for the contact center in case of internet outages or SaaS vendor downtime.

Required Skills & Qualifications**Technical Skills

• **SaaS Administration:** Deep expertise in at least one major CRM (Salesforce, Zendesk, or ServiceNow) and one CCaaS platform (Talkdesk, Five9, Amazon Connect).
• **Networking Fundamentals:** Understanding of VOIP protocols (SIP), firewalls, VPNs, and QoS (Quality of Service) to troubleshoot call quality issues.
• **Scripting & Automation:** Proficiency in **Python**, **JavaScript**, or **Bash** for API scripting and automation. Familiarity with **REST/SOAP APIs** is mandatory.
• **Database Knowledge:** Ability to write complex **SQL** queries to audit data or generate custom reports.
• **Identity Management:** Experience with SSO (Single Sign-On) providers like Okta or Azure AD to manage secure agent logins.

Soft Skills

• **Customer-Centric Mindset:** Unlike a backend sysadmin who works with code, this role’s "customers" are stressed-out support agents. Patience and clear communication during outages are critical.
• **Cross-Functional Communication:** Ability to translate technical limitations (e.g., "The API rate limit is exceeded") into business impact (e.g., "Agents cannot see order statuses until the vendor resets the limit").
• **Crisis Management:** Staying calm during high-volume outage periods where hundreds of customers are waiting in a queue.

Job Types: Full-time, Part-time