Enterprise Systems Administrator

About the role

The Enterprise Administrator manages support systems and ensures optimal workflows for handling user and agent interactions. A successful Enterprise Administrator applies expert knowledge of support systems to develop a seamless interaction experience for users and agents and develops easy-to-use processes for handling complex tasks. The role requires a high level of creativity, a dedication to metrics and meeting goals, the ability to think on your feet and quickly identify top priorities.

This is a hybrid role, with the office based in Manila, Philippines.

About the team

The Information Technology Department is responsible for the design, development and support of all software systems and hardware employees rely on for their day-to-day job functions.

What will you be doing?

Primary Objectives: 

1. Manage Support Systems configuration (Zendesk Support, Talk, Chat, Explore + Contact Center) for all Auctane products.
2. Analyze current workflows in Zendesk and Support tools for optimization opportunities across all Auctane products.
3. Design optimal workflows in Support Systems for high volume and high performance across all Auctane products. 
4. Work with Support, Product, Operations, IT and Data managers to ensure accurate data for all Auctane products.
5. Develop standardized procedures and implement projects to streamline and reduce time on common, time-consuming support responsibilities across all Auctane products.

Additional Position Duties: (The following is a list of what all employees, except those with medical accommodation, may be regularly required to do.)

• Sit for prolonged periods of time
• Utilize wrist and hands for a prolonged period of time
• Walk short distances
• Stand for short periods
• Speaking and conversing with others
• Lift up to 25lbs without assistance up to chest height

What are we looking for?

Qualifications - To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Education and/or Experience:                  

• Bachelor’s degree or equivalent work experience.
• Minimum Two (2) years’ experience in customer service within the technology industry.
• Previous experience coordinating projects across multiple departments in an organization. 
• Minimum of One (1) years’ experience with Zendesk.
• Experienced in Zendesk settings and configuration - Zendesk Support Administrator Certification preferred.
• Project Management experience is preferred. 

Skills and Knowledge:

• Problem solving approach 
• Strong perspective on support best practices, process, workflows and layouts.
• Clear and personable communication skills to articulate new concepts.
• Acute attention to detail within demanding deadlines.
• Self-motivated, organized, and accountable.

Travel Requirements:

Less than 10%, limited travel may be required.

 

What will make you stand out?

Team Member Success Factors: – To succeed at the combined companies, each team member must demonstrate the following:

Communication - Speaks clearly and persuasively, Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings; Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Solution-Focused - Views a problem or challenge as an opportunity for learning; actively searches for solutions using all available resources

Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Cost Consciousness with Quality Focus - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources; Understands how to balance cost consciousness with quality focus; Ensures quality of service and product at all levels.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Kaizen - Continually looks for ways to improve process, customer satisfaction, quality of product, personal achievement, team achievement, and company overall; Does not accept “status quo” as a default.

The Tech

Computer/Software/Application Proficiency:              

• Zendesk (Support, Messaging, Chat, Talk, Explore)
• Atlassian tools (JIRA, Confluence)
• Google Suite (Gmail, Calendar, Docs, Sheets, Slides)
• Microsoft Office (Word, Excel, PowerPoint)
• Slack

What do we offer?

🌿 1. Health & Well-being
Auctane prioritizes the health and well-being of our employees and their families.

🩺 HMO Medical Insurance:

• Tiered Maximum Benefit Limit (MBL) based on job level.
• Comprehensive coverage for the employee and up to two (2) dependents.

🦷 Dental Insurance:

• Coverage for essential dental care services.

🧠 Mental Health & Employee Assistance Program (EAP):

• Access to confidential counseling and support services for mental health and personal challenges.

🏃 Wellness Program:

• Initiatives and resources designed to promote physical and mental well-being.

2. Financial Security & Compensation Enhancements
We offer benefits aimed at providing financial stability and enhancing your overall compensation.

❤️ Life Insurance:

• Financial protection for your loved ones.

⚠️ Accidental Death and Dismemberment (AD&D) Insurance:

• Additional financial protection in the event of accidental death or dismemberment.

🍽️ Meal and Clothing Allowance:

• Up to 3,000 PHP per month for meal and clothing expenses.

🎯 Bonuses and Supplemental Income:

• Opportunity to earn extra wages through company contests and incentives.

3. Time Off & Work-Life Balance
Auctane recognizes the importance of rest and personal time for a healthy work-life balance.

🌴 Paid Vacation Days:

• 15 paid vacation days per year, with additional days increasing with tenure.

🤒 Paid Sick Days:

• 15 paid sick days per year.

🎉 Paid Holidays:

• Observation of statutory national and local holidays.

💐 Bereavement Leave:

• Supportive leave in times of personal loss.

4. Professional Development & Recognition
We invest in your continuous growth and acknowledge your contributions to Auctane's success.

📚 Education Benefits:

• Support for continuous learning and professional development.

🤝 Referral Program:

• Incentives for recommending great talent to join the team.