Tools & System Administrator

We are in search of a Tools and System Administrator to take ownership of and manage innovation and implementation of tooling initiatives across our Safety Operations teams. The goal is to have a forward thinking team member to manage implementation and changes (incremental, reworking) systematically while identifying and coordinating improvements. We envision building a premier suite of agent tooling, with this role playing a critical role in driving innovation and operational excellence within our organization.

You will report to the Tools and Systems Manager.

You Will:

• Administer applications, including implementation and configuration changes, to support 24/7 operations (example applications: Zendesk, Playvox, Absorb, Qualtrics, and others).
• Analyze, provide feedback, translate and maintain business requirements and processes into technical requirements, and manage implementation in coordination with the Trust and Safety teams, including new functionality and tooling evaluation.
• Work with external and internal teams to identify, analyze, and resolve issues, questions, and desired changes involving the suite of tools including before problems arise.
• Collaborate with peers and incident management team(s) to ensure all protocols are diligently followed
• Multi-task and manage changing and possibly conflicting priorities to meet the demands of internal and external customers
• Support the strategic goals of Safety Operations

You Have:

• 2+ years of experience in CRM, IVR, LMS, Knowledge Management tools, live channel support systems, integrations, and database administration.
• 2+ yrs of experience owning the end-to-end implementation, instrumentation, and integration of front and back-office applications.
• Ability to use data to identify and lead decision making for process improvements to enhance operational efficiencies.
• Experience collaborating and communicating effectively with management, multiple business units, and product development teams.

You Are:

• Innovative: You proactively identify emerging risks and execute on out of the box ideas to achieve goals.
• Analytical: Excited to investigate large, ambiguous problems, and measure the problems and the solutions.
• Proactive Problem Solver: You anticipate potential problems and take proactive and decisive action to solve them.
• Team-oriented: You lift up your peers and find ways to make the team stronger.