Key Responsibilities

System Architecture & Setup: Lead the end-to-end setup of new operational systems (e.g., ticketing platforms, telephony entities, CRM environments). Responsible for system configuration, data mapping, integrations, and deployment.
System Maintenance & Administration: Manage the daily administration of core CX systems, including ticketing, telephony/VoIP, and CRM platforms (e.g., Zendesk). Monitor ticketing workflows, automation rules, user access permissions, system configurations, and operational performance while supporting data extraction and reporting requirements.
Workflow Automation: Develop and maintain automation solutions, scripts, and system workflows to streamline operational processes and improve efficiency across the department.
Technical Stack Ownership: Act as the system owner for core CX tools (Ticketing, Telephony/VoIP, CRM, and Help Desk platforms), ensuring seamless integrations via APIs, webhooks, and third-party services.
Data Validation & Reporting: Extract, analyze, and validate system data, logs, and operational metrics to measure performance, identify improvement opportunities, and support business decision-making.
Process & System Optimization: Continuously evaluate customer service workflows, system utilization, and operational processes, recommending enhancements to improve efficiency, scalability, and user experience.

Requirements

Bachelor's Degree in Information Technology, Computer Science, Information Systems, Business Analytics, or a related field.
2–5 years of experience in Customer Service Systems, CRM Administration, Technical Operations, System Support, or related roles.
Hands-on experience administering customer service platforms such as Zendesk, or similar ticketing/CRM systems.
Familiarity with customer service workflows, ticket lifecycle management, and operational processes.
Experience managing user access, system configurations, workflow automation, and system maintenance activities.
Experience extracting and analyzing system data for reporting and operational insights.

MY - Customer Service System Specialist