Join our dynamic team as a System Administrator for the Customer Service Platform, where you'll play a crucial role in enhancing our customer service technology ecosystem. This position offers an exciting opportunity to work in a hybrid environment, ensuring seamless customer experiences through innovative solutions.

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.

At Horizontal, we are committed to fostering a diverse, equitable, and inclusive workplace where all individuals are valued and empowered to succeed. We welcome applicants from all backgrounds to join our team.