Job Description

We are looking for a Systems Administrator to manage and optimize our customer support ticketing systems (such as Intercom, Zendesk, Salesforce Service Cloud, or similar platforms). This role will be responsible for maintaining system functionality, integrating tools, automating workflows, and leveraging AI-driven solutions to enhance customer support efficiency. The ideal candidate has experience with administering customer support platforms, implementing automation, and optimizing AI-powered tools for customer interactions.

Key Responsibilities:

System Administration: Manage and maintain customer support ticketing platforms, including user setup, permissions, and configurations.

Automation & AI Integration: Leverage AI-powered tools (such as chatbots, sentiment analysis, and predictive analytics) to enhance automation and improve customer support workflows.

Workflow Optimization: Design and implement macros, triggers, and automation rules to streamline support processes.

Integration Management: Connect the ticketing system with CRMs, help desks, communication tools (e.g., Slack, Jira, Salesforce).

Performance Monitoring: Track system performance, troubleshoot technical issues, and ensure optimal uptime and functionality.

Data & Reporting: Generate reports and dashboards to track support efficiency, customer satisfaction, and AI-driven insights.

Security & Compliance: Ensure compliance with data privacy regulations (GDPR, CCPA) and manage system security settings.

Required Qualifications:

Experience: 2+ years of experience administering customer support ticketing systems (Intercom, Zendesk, Freshdesk, Salesforce Service Cloud, or similar).

AI & Automation Knowledge: Experience implementing AI-driven solutions (chatbots, automated ticket triage, sentiment analysis).

Technical Skills: Proficiency in system configurations, API integrations, and automation tools.

Data & Analytics: Ability to analyze support team performance and optimize workflows using AI insights and reporting tools.

Problem-Solving: Strong troubleshooting skills to diagnose and resolve system issues efficiently.

Communication: Ability to train and support teams on best practices and new technologies.

Supportyourapp

System Administrators Team Lead (Remote)

Наша IT команда шукає досвідченого System Administrators Team Lead, якому подобається вирішувати складні задачі та впроваджувати круті рішення в організації технічного за;

exec

Manila Recruitment

Senior Systems Administrator - #34150

As the System Administrator, you will play a key role in updating systems, addressing security breaches, and efficiently troubleshooting issues to maintain a seamless and;

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Cross Border Talents