System Administrator, Customer Service Platform
Horizontal Talent

Join our dynamic team as a System Administrator for the Customer Service Platform, where you'll play a crucial role in enhancing our customer service technology ecosystem. This position offers an exciting opportunity to work in a hybrid environment, ensuring seamless customer experiences through innovative solutions.
Responsibilities

• Develop and maintain workflow and system configurations within customer service products, including both in-house and third-party solutions.
• Create and update comprehensive documentation for software configurations and procedures to ensure consistency and facilitate troubleshooting.
• Manage access and change requests, responding to internal support channel requests and ensuring service level agreements are met.
• Collaborate with quality assurance specialists to define acceptance criteria and progressively shift testing towards automation.
• Partner with product, operations, and engineering teams to ensure proper setup and troubleshooting of systems and workflows.

Skills

• 5+ years of experience as a system administrator in the customer service or contact center domain.
• Proficiency with Google Workspace, JIRA, Confluence, Kibana, Tableau, and Slack.
• Experience with structured change management practices, including maintaining change logs and preparing rollback plans.
• Strong collaboration and communication skills with partners and stakeholders across all technical levels.

Preferred Skills

• Hands-on experience with customer service technology stack software such as Sprinklr, Twilio, or Lumen.
• Experience operating in a 24x7 environment, including on-call responsibilities and incident response.

At Horizontal, we are committed to fostering a diverse, equitable, and inclusive workplace where all individuals are valued and empowered to succeed. We welcome applicants from all backgrounds to join our team.

By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex.

Please apply through this online posting or by visiting our Job Board at www.horizontaltalent.com/job-board. Applications will be accepted for 4 weeks. For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $47 - $82 per hour based on qualifications and experience.

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