Business System Associate

About the role

Are you passionate about technology, problem-solving, and helping people succeed? As a Business Systems Associate, you'll play a key role in supporting our Customer Care Center (CCC) by acting as the bridge between business operations and technology. This is an exciting opportunity for someone who enjoys a mix of systems administration, process improvement, business analysis, and emerging technologies such as AI. You'll collaborate with business leaders, IT developers, and customer service teams to enhance the tools and processes that support thousands of customer interactions.

If you're looking to make a real impact, influence how technology is used across the organization, and gain hands-on experience with Salesforce, AI solutions, SAP, and contact center technologies, this role offers exceptional exposure and growth potential.

Responsibilities

• Serve as a trusted liaison between Customer Care business teams and IT development teams to ensure solutions meet business needs.
• Help shape the future of the customer experience through innovative technology and process improvements.
• Support and enhance critical business systems, including Salesforce CRM, SAP, Five9, and Workforce Management platforms.
• Leverage emerging AI technologies and automation tools to improve efficiency and customer experiences.
• Partner with stakeholders to understand challenges, identify opportunities, and translate business needs into actionable solutions.
• Gather requirements and create user stories within an Agile environment.
• Participate in Salesforce enhancement projects, system implementations, and User Acceptance Testing (UAT).
• Provide first-line system support and troubleshooting for Customer Care users.
• Drive adoption and success by training, supporting, and enabling end users.
• Maintain system configurations, user access, data integrity, and business documentation.
• Identify trends, analyze issues, and recommend innovative solutions that improve operational effectiveness.

Requirements

• High School Diploma or GED
• 3+ years of customer service experience
• 1+ years of Salesforce experience

Qualifications

• Associate's Degree or higher
• Salesforce Administrator certification or related Salesforce experience
• Experience with AI tools and technologies, including Agentforce
• Experience gathering business requirements and supporting system enhancements
• Knowledge of Agile and Scrum methodologies
• Experience training and supporting end users
• Experience in a high-volume contact center environment
• Familiarity with telephony platforms such as Five9
• Strong organizational skills with the ability to manage multiple priorities
• Proficiency with Microsoft Office applications including Word, Excel, and PowerPoint
• Exceptional attention to detail and commitment to delivering high-quality results
• Strong analytical and problem-solving skills
• Excellent communication and collaboration abilities
• Passion for technology and continuous improvement

Benefits

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives
• Retirement Benefits
• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
• Disability: Short-term and