Senior Platform Administrator

Job Type:
Permanent
Areas of Expertise:
Technical and Customer Support, Web Development
Region:
USA
Area:
Maryland
City:
Hunt Valley
Posted:
18-Jul-17
Company:
Zenimax Media Inc.
Job Ref:
1164

Senior Platform Administrator

Division: ZeniMax Online Studios | Department: Customer Support | Location: Hunt Valley , MD, US

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.)

 

How to Apply

To apply for this position you will be redirected to the job submission form at Taleo.com, our third-party applicant tracking system. While Taleo.com is not hosted by ZeniMax Media and does not fall under our Privacy Policy, only employees of our Human Resources department will be able to view your submitted information. Information collected via the job submission form is subject to Taleo.com’s privacy policy.

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