Technologies Administrator-Customer Service

Responsibilities:

• Act as the technology liaison for Customer Care and International Customer Care, interacting with the associated management and employees to identify technology needs and training requirements.
• Act as Registrar for the [Company] E-Business Web Registration system in order to control securities for Customer Care, International Customer Care, Engineered Products, [Company] Sales, and [Company] Channel Partners.
• Analyze the user registration process for the Victaulic E-Business system in order to investigate possible efficiency gains in the user registration process.
• Work with [Company] E-Business development team to develop solutions for future E-Business initiatives.
• Act as the Siebel Administrator for Customer Care, proactively mining data pertinent to Account Management with a global perspective.
• Act as the Apropos Administrator and identify problems that may occur with the Apropos software and coordinate with Apropos and Information Technology department for any required support.
• Responsible to create, modify, monitor and report on all systems used by Customer Care, International Customer Care, and [Company] Channel Partners.
• Responsible to create, maintain and train staff members on all stand-alone data bases utilized by Customer Care and International Customer Care. An active role and complete understanding of process flow and procedures of these departments is critical.
• Analyze Customer Care systems and databases to ensure optimization of performance and to initiate recovery actions if a failure occurs.
• Responsible to complete individual monthly performance measurements for the staff of Customer Care and International Customer Care and provide to the Supervisors for their review and utilization.
• Coordinate with the Customer Care Training & Development Administrator in maintaining all electronic standards, training and procedures for Customer Care and International Customer Care, as well as maintaining files and documents of all shared drives for same.
• Support the Customer Care Training Coordinator to ensure that all standards of training and procedures are consistent with outside customer’s specifications.
• Establish and control access to systems for employees in Customer Care and International Customer Care in conjunction with the Information Technology Department.
• Coordinate systems and software upgrades for Customer Care and International Customer Care. Additionally, provide guidance and support for testing of new systems or software as well as daily technology support.
• Prepare and coordinate cost estimates and cost-benefit analysis on new or upgraded systems or software, and as needed in conjunction with Information Technology for department manager’s review and approval.
• Assist all other department disciplines in various areas as required for us to maintain our mission.

Qualifications:

• BA/BS degree is required, preferably in Business, IT, or Accounting
• Minimum of three years’ experience in database and systems support required.
• Must possess expert level software skills in Microsoft Office – Windows, Access, Excel, Power Point, Project, and Word.
• Experience with CRM software, AS400, and call management systems required.
• Minimum two years of experience as systems analyst and administration required.
• Must possess collaboration skills and be an effective advocate of process improvement.
• Project management ability in support of business process, systems improvements, and change management experience required.
• Must be an effective communicator and be able to collect and analyze data.
• Must be goal oriented, reliable, self-motivated and able to multi-task effectively.
• Willing to be flexible in schedule and work occasional overtime.
• Willing to make infrequent overnight travel.