Senior Platform Administrator - Online Studios

Job Type:
Permanent
Areas of Expertise:
Technical and Customer Support
Region:
USA
Area:
Maryland
City:
HuntValley
Posted:
01-Mar-17
Company:
Zenimax Media Inc.
Job Ref:

Introduction:

The Sr. Platform Administrator is responsible for overseeing and ensuring the success of all aspects of the Customer Service department’s tools and business systems. This includes setup, configuration, and maintenance of tools/systems for customer relationship management, contact center management, and internal game client/server technologies. The successful candidate will be an organized, efficient planner; process driven thinker; have technology background with experience administering multiple tools in a 24x7 business environment with a strong sense of urgency and accountability.

Responsibilities:

Configuration and maintenance of CS Tool stack, including all departmental tools, technologies, and business systems
Administration, development, and maintenanceof Oracle CRM, Oracle Cloud Service (formerly known as Right Now Technologies)
Agent profile and skill adjustments
Contact management queuing and routing
Gathering, drafting and improving upon requirements and acceptance criteria for new technology projects.
Administration, development and maintenance of Customer Help Portals
Tools and systems recovery during business interruptions and outages
Troubleshooting, identifying root cause and recovering from outages
Proactive and reactive outage notification
Logging and record keeping
Oversee work quality of CS Platform Administrators
Assist with planning and direct integration of technical work
Ensure timeliness of work
Assist with and participate in on-call program
Assist development teams and engineers with setup of new tools and business systems
Assist with evaluation and procurement of CS software and hardware
Work with technology groups to maintain constant situational awareness of all CS systems
Position may include other duties as assigned to support the technology and business

Requirements:

Bachelor’s degree or equivalent experience
5 years’ experience working in a multi-channel, multi-site, 24x7 contact center group
5 years’ experience with contact center processes, tools, and business systems
5 years’ experience with contact center management software and systems
Strong customer service ethic
Excellent analytical, research, and problem solving skills
Quick to learn new tools and technologies
Experience working with department stakeholders, including other departments and vendors
Professional communications, reporting, and presentation skills to all levels of leadership
Team player, adept at building relationships across organizations
Expertise with productivity software, including Microsoft Office

Desired Skills:

Experience in entertainment software industry
Knowledge and passion for massively multiplayer online games
Experience working with multi-country, multi-language, remote staff groups
Experience with multiple programming languages (HTML, PHP, JSS, C++, etc.)

Contact Details:
Zenimax Media Inc.
Tel: (301)-948-2200
Fax: (301) 926-8010
Contact: Recruitment Team
Email:

You may return to your current search results by clicking here.

Latest Job Listings