Experienced Systems Administrator – Customer Support at arenaflex
Join arenaflex, a leading technology brand in early education, as we revolutionize the way teachers, parents, and administrators work together to provide high-quality early education to every child. At arenaflex, we believe that everyone deserves the opportunity to learn and thrive, regardless of their background. Our mission is to enable high-quality early education for every child by giving teachers more time with students, engaging parents in their child's development, and supporting the small businesses that make up the backbone of the early education market. We're a fully remote team with employees across every time zone in the US, passionate, talented, and customer-focused.
Our Team Culture
We're a team that values diversity, equity, and inclusion. We celebrate differences and believe that they allow our team and the communities we serve to reach their full potential and do their best work. Our exceptional investor group includes Addition, Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, Lowercase Capital, Emerson Collective, and Mark Cuban. We ground ourselves in our Leadership Principles every day, making decisions and operating in a way that reflects our values.
About the Role
We're looking for an experienced Systems Administrator to join our team and manage and optimize our customer support ticketing systems. This role will be responsible for maintaining system functionality, integrating tools, automating workflows, and leveraging AI-driven solutions to enhance customer support efficiency. The ideal candidate has experience with administering customer support platforms, implementing automation, and optimizing AI-powered tools for customer interactions.
Key Responsibilities:
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System Administration:
Manage and maintain customer support ticketing platforms, including user setup, permissions, and configurations.
Automation & AI Integration:
Leverage AI-powered tools (such as chatbots, sentiment analysis, and predictive analytics) to enhance automation and improve customer support workflows.
Workflow Optimization:
Design and implement macros, triggers, and automation rules to streamline support processes.
Integration Management:
Connect the ticketing system with CRMs, help desks, communication tools (e.g., Slack, Jira, Salesforce).
Performance Monitoring:
Track system performance, troubleshoot technical issues, and ensure optimal uptime and functionality.
Data & Reporting:
Generate reports and dashboards to track support efficiency, customer satisfaction, and AI-driven insights.
Security & Compliance:
Ensure compliance with data privacy regulations (GDPR, CCPA) and manage system security settings.
Required Qualifications:
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Experience:
2+ years of experience administering customer support ticketing systems (Intercom, Zendesk, Freshdesk, Salesforce Service Cloud, or similar).
AI & Automation Knowledge:
Experience implementing AI-driven solutions (chatbots, automated ticket triage, sentiment analysis).
Technical Skills:
Proficiency in system configurations, API integrations, and automation tools.
Data & Analytics:
Ability to analyze support team performance and optimize workflows using AI insights and reporting tools.
Problem-Solving:
Strong troubleshooting skills to diagnose and resolve system issues efficiently.
Communication:
Ability to train and support teams on best practices and new technologies.
Preferred Qualifications:
* Experience with cloud-based platforms and SaaS applications.
- Knowledge of data analytics and business intelligence tools.
- Familiarity with agile development methodologies and version control systems.
- Experience with customer support software and help desk platforms.
What We Offer:
* Competitive compensation package, including base salary, equity, and benefits.
- Premium medical, dental, and vision benefits.
- Generous paid parental leave.
- Flexible paid time off policy.
- Monthly wellness and productivity stipend.
- Learning & Development stipend.
- Opportunity to work with a talented and passionate team.
- Collaborative and inclusive work environment.
Why Join arenaflex?
At arenaflex, we're committed to creating a diverse and inclusive work environment and are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
How to Apply:
If you're passionate about early education and customer support, and have the skills and experience to excel in this role, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the ideal candidate for this position. Apply for this job