System Administrator, Customer Service Platform

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.

Benefits

Horizontal is committed to taking affirmative action to employ and advance in employment qualified individuals with disabilities and protected veterans. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or participate in the interview process, click here to request accommodation assistance.

Pay

The pay range for this role is $47 - $82 per hour based on qualifications and experience.