CX System Administrator (Remote)

Remote, US

Intradiem’s intelligent automation solution for customer service teams is reinventing customer service for everyone.

Who We Are

Intradiem is a technology company on a mission to reinvent customer service through automation. 

What We Do

We develop innovative, AI-powered Intelligent Automation solutions for contact center and back-office teams. Our solutions currently support hundreds of thousands of customer service agents for brand-name organizations, powering hundreds of millions of automated actions saving customers tens of millions each year.

How We Work

We take a “problem-out” approach, asking customers to help us understand their business problems, exploring potential solutions together, incorporating their feedback, and releasing solutions that solve those problems.

Our Culture

We take a “people-first” approach, treating employees, customers and each other with the dignity and respect we all deserve. Intradiem employees enjoy a family-first culture, transparent leadership, and unfettered growth opportunities. 

Our Values

We believe in service, encouraging our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:

• Servant’s Heart—caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.
• Craftsman’s Attitude—taking pride in the work we do and creating solutions that really solve the problem at hand (and trying again if the first attempt doesn’t do the trick).
• Revolutionary Spirit—leaving the world a better place than it was when we found it, and doing things we would be proud to brag about to our grandchildren.

Your Role:

• Act as the primary owner of the management and maintenance of the ChurnZero and SharePoint platforms, including user access, configurations, workflows, and automation rules.
• Provide training and technical support to ChurnZero and SharePoint end-users, addressing system-related issues, troubleshooting problems, and resolving user inquiries promptly.
• Monitor the performance and health of ChurnZero and SharePoint, proactively identifying and addressing issues, and taking corrective actions to minimize downtime.
• Assist in data management activities, including data imports, exports, and backups, ensuring data integrity and availability for CX initiatives.
• Maintain up-to-date comprehensive documentation of system configurations, processes, and procedures, making information accessible to relevant team members.
• Collaborate with ChurnZero and SharePoint support and service providers to resolve platform-related issues and ensure effective system functioning.
• Assist in planning and executing ChurnZero and SharePoint upgrades and enhancements, ensuring minimal disruption to ChurnZero and SharePoint end-users.
• Contribute to quality assurance efforts, participating in ChurnZero and SharePoint testing and validation to ensure system changes meet established quality standards. Implement system improvements to optimize the overall customer experience and streamline operational processes to ensure that ChurnZero and SharePoint adheres to industry best practices.
• Generate and distribute reports on system performance, user activity, and customer interactions to support informed decision-making.
• Conduct all business in accordance with Intradiem policies and procedures.
• All other duties as assigned.

Your Background:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Certifications in system administration, cybersecurity, or specific CX platforms are a plus.
• Certification(s) in CX and/or Microsoft SharePoint is a plus.
• Experience with AI software solutions is a plus.  
• Familiarity with system administration tools, operating systems, and customer experience management platforms is preferred.
• Prior experience with ChurnZero and/or SharePoint administration is highly desired.
• Experience with SaaS software solutions preferred.
• Highly motivated individual driven to keep pace in a fast-moving and dynamic environment, requiring little supervision.
• Strong problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
• Strong collaborative skills with an ability to work effectively in a team-oriented environment.
• Effective written and verbal communication skills to interact with team members and end-users.
• Flexibility to adapt to changing system requirements and priorities.
• Strong working knowledge and proficiency in Microsoft Office software products (i.e. Outlook, Word, Excel, PowerPoint)
• Maintain a deep commitment to delivering excellent customer service and a passion for driving customer experience improvements.

Work Authorization:

Candidates for positions with Intradiem must be legally authorized to work in the United States. Verification of identity and employment eligibility will be required during onboarding. 

Intradiem is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.