IT Systems Administrator

About This Role

Job Overview

Job Title: Customer Service IT Systems Administrator
Alternative Titles: Customer Support Systems Admin, Service Operations Administrator, CRM Administrator, Support Tools Engineer

Role Summary:
The Customer Service IT Systems Administrator is responsible for the stability, optimization, and evolution of the technology stack used by the Customer Service (CS) department. While a traditional SysAdmin manages company-wide infrastructure (servers, networks), this role focuses specifically on the tools that enable support agents to do their jobs—namely the Contact Center as a Service (CCaaS) platform, the Customer Relationship Management (CRM) system, and the integration middleware that connects them to backend enterprise resource planning (ERP) or order management systems.

This role acts as the bridge between the IT infrastructure team and the customer support operations team. The primary goal is to ensure that support agents have high availability, fast performance, and accurate data to resolve customer issues efficiently.

Key Responsibilities1. System Administration & Maintenance

• Manage Core Platforms: Administer and maintain the CRM (e.g., Salesforce Service Cloud, Zendesk, HubSpot Service Hub) and the Phone/Contact Center system (e.g., Five9, Talkdesk, Amazon Connect, Genesys).
• User Access Control: Manage user roles, profiles, permissions, and security settings to ensure compliance with data privacy regulations (GDPR, CCPA).
• Performance Monitoring: Monitor system health, API latency, and uptime. Proactively identify bottlenecks that cause slow load times for agents.
• Patch Management: Schedule and implement software updates, patches, and new releases with minimal disruption to 24/7 support operations.

2. Integrations & Automation

• API Management: Maintain integrations between the CRM and external systems (ERP, WMS, billing systems) to ensure customer data, order statuses, and account details are synced in real-time.
• Automation: Build and maintain automated workflows (e.g., automatic ticket routing based on language or issue type, triggered emails for shipping delays).
• Middleware Management: Manage iPaaS (Integration Platform as a Service) tools like Workato, Zapier, or MuleSoft to connect disparate SaaS applications.

3. Agent Support & Troubleshooting

• Escalation Point: Act as Tier 2/3 support for the Customer Service team. When agents encounter system errors, broken macros, or data mismatch issues, the SysAdmin investigates and resolves the root cause.
• Hardware Management: Oversee the hardware used by the contact center (VOIP phones, headsets, thin clients) and ensure network stability for remote or in-office agents.

4. Reporting & Data Integrity

• Dashboards: Build and maintain real-time dashboards for CS leadership showing metrics like Average Handle Time (AHT), First Response Time (FRT), and Customer Satisfaction (CSAT).
• Data Hygiene: Run scripts or automation to clean duplicate customer records, fix failed API syncs, and maintain the integrity of the customer database.

5. Strategy & Optimization

• Tool Evaluation: Evaluate new software tools or features to improve agent efficiency (e.g., AI chatbots, co-browsing tools, knowledge base platforms).
• Disaster Recovery: Develop and test failover procedures for the contact center in case of internet outages or SaaS vendor downtime.

Required Skills & QualificationsTechnical Skills

• SaaS Administration: Deep expertise in at least one major CRM (Salesforce, Zendesk, or ServiceNow) and one CCaaS platform (Talkdesk, Five9, Amazon Connect).
• Networking Fundamentals: Understanding of VOIP protocols (SIP), firewalls, VPNs, and QoS (Quality of Service) to troubleshoot call quality issues.
• Scripting & Automation: Proficiency in Python, JavaScript, or Bash for API scripting and automation. Familiarity with REST/SOAP APIs is mandatory.
• Database Knowledge: Ability to write complex SQL queries to audit data or generate custom reports.
• Identity Management: Experience with SSO (Single Sign-On) providers like Okta or Azure AD to manage secure agent logins.

Soft Skills

• Customer-Centric Mindset: Unlike a backend sysadmin who works with code, this role’s "customers" are stressed-out support agents. Patience and clear communication during outages are critical.
• Cross-Functional Communication: Ability to translate technical limitations (e.g., "The API rate limit is exceeded") into business impact (e.g., "Agents cannot see order statuses until the vendor resets the limit").
• Crisis Management: Staying calm during high-volume outage periods where hundreds of customers are waiting in a queue.

Job Types: Full-time, Part-time

Pay: QAR120,000.00 - QAR155,000.00 per year

Expected hours: 40 per week

Work Location: In person