Customer Platform Administration
Role Overview
The Platform Administrator serves as a trusted advisor and technical administrator for ServiceChannel customers, ensuring platform configurations are maintained, optimized, and aligned to business requirements.
This role partners closely with customers, Facility Coordinators, Customer Success, Product Management, and Support teams to implement configuration changes, support platform enhancements, and drive adoption of ServiceChannel capabilities.
This position is responsible for administrative configuration, user management, customer-requested updates, and communication regarding platform performance and enhancements.
Full Job Posting
Qualifications
- Required
- 2+ years of experience in SaaS administration, customer support, system administration, facility management technology, or related fields.
- Experience managing customer-facing technology solutions.
- Strong analytical and troubleshooting skills.
- Ability to manage multiple priorities and customer requests simultaneously.
- Excellent written and verbal communication skills.
- Experience working with cross-functional stakeholders.
- Preferred
- ServiceChannel platform experience.
- Zendesk experience.
- Knowledge of facilities management workflows.
- Experience with workflow automation and business process optimization.
- Experience supporting enterprise customers.
- Success Measures
- Customer satisfaction and platform adoption
- Configuration accuracy and quality
- Request turnaround time
- SLA adherence
- Reduction in configuration-related escalations
- Customer retention and expansion support
- Stakeholder satisfaction
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