Full-Time Systems Administrator

Systems Administrator

Manage and optimize our customer support ticketing systems (Intercom, Zendesk, Salesforce Service Cloud, etc.).

• Maintain system functionality, integrate tools, automate workflows.
• Enhance customer support efficiency using AI-driven solutions.

Responsibilities:

1. System Administration: Manage customer support ticketing platforms (user setup, permissions, configurations)
2. Automation & AI Integration: Leverage AI tools (chatbots, sentiment analysis) to enhance workflows
3. Workflow Optimization: Design and implement automation rules, macros to streamline support
4. Integration Management: Connect ticketing system with CRMs, help desks, communication tools (Slack, Jira, Salesforce)
5. Performance Monitoring: Track system performance, troubleshoot issues, ensure optimal uptime
6. Data & Reporting: Generate reports on support efficiency, customer satisfaction
7. Security & Compliance: Ensure compliance with data privacy regulations (GDPR, CCPA)

Qualifications:

• 2+ years experience administering customer support ticketing systems
• Experience with AI-driven solutions (chatbots, automated ticket triage)
• Proficiency in system configurations, API integrations, automation tools
• Ability to analyze support team performance and optimize workflows using AI insights
• Strong troubleshooting skills to diagnose and resolve system issues
• Ability to train and support teams on best practices and new technologies

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