Customer Platform Administrator
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Job Description
Platform Administrator configuring ServiceChannel’s facilities-management software for enterprise customers. Supporting customer requests, workflows, user access, and platform adoption.
Responsibilities:
- Configure and maintain ServiceChannel platform settings based on customer requirements
- Modify and manage user access, permissions, and administrative settings
- Implement customer-requested updates within approved platform modules
- Maintain dashboard settings, workflows, and issue list configurations
- Serve as the primary point of contact for platform administration requests
- Review customer enhancement requests and collaborate with internal stakeholders to evaluate solutions
- Provide customers with updates on enhancement requests and platform initiatives
- Communicate system performance issues and platform updates to customers and internal stakeholders
- Support configuration and administration across locations and provider assignments, asset management, refrigerant tracking, site planning, inventory, projects, Supply Manager, preventive maintenance, business hours, invoice and proposal workflows, auto invoice approval, dashboards, and issue lists
- Partner with Customer Success Managers, Product teams, Support teams, and Facility Coordinators to deliver customer solutions
- Participate in customer meetings related to platform administration and optimization
- Document platform changes and maintain configuration records
- Escalate issues and risks appropriately to leadership and technical teams
Requirements:
- 2+ years of experience in SaaS administration, customer support, system administration, facility management technology, or related fields
- Experience managing customer-facing technology solutions
- Strong analytical and troubleshooting skills
- Ability to manage multiple priorities and customer requests simultaneously
- Excellent written and verbal communication skills
- Experience working with cross-functional stakeholders
- ServiceChannel platform experience (preferred)
- Zendesk experience (preferred)
- Knowledge of facilities management workflows (preferred)
- Experience with workflow automation and business process optimization (preferred)
- Experience supporting enterprise customers (preferred)
Benefits:
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- LTD insurance
- HSA
- 401(k) retirement plan
- Equal opportunity employer
- Reasonable accommodations for applicants with disabilities
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