Customer Service Systems

This is a fully remote position, open to applicants in Florida, +3 more states.

📋 Description

• Assist with the daily operations of customer service-related systems.

• Ensure the stability of systems, accuracy of data, and prompt resolution of issues.

• Evaluate system incidents, service requests, and recurring problems.

• Document root causes and facilitate corrective measures.

• Collaborate with Customer Service, Commercial, and IT teams to convert business needs into system requirements and improvements.

• Spearhead AI, advanced analytics, and automation applications to enhance commercial platforms.

• Aid in system configuration, testing, validation, and deployment processes.

• Monitor system performance along with service metrics.

• Generate reports and insights for ongoing improvement initiatives.

• Ensure data integrity, manage user access, and adhere to internal controls and governance standards.

• Assist in the development of documentation, knowledge articles, and user support materials.

• Work alongside vendors and internal technical teams to troubleshoot issues and assist with upgrades or enhancements.

⛳️ Requirements

• A Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related discipline (mandatory).

• 2–4 years of experience in supporting business applications, customer service systems, or IT service operations within a corporate setting.

• Technical proficiency in application support, incident management, and fundamental system configuration or testing within enterprise platforms.

• Familiarity with ticketing systems, SLAs, change management, and root cause analysis.

• Skills in requirements gathering and process documentation.

• Capability to transform business needs into system-oriented solutions.

• Analytical skills to assess system issues and analyze data trends.

• Strong communication skills for effective collaboration with technical teams and business stakeholders.

• Proficiency in business English is required.

• Willingness to travel domestically up to 10% of the time.

• Coursework or specialization in systems, analytics, or business process management is preferred.

• Experience with customer service, commercial, or order-to-cash systems in a regulated or global organization is preferred.

• Knowledge of reporting tools, dashboards, or basic SQL/Excel analysis is preferred.

• Familiarity with system implementations, upgrades, or UAT is preferred.

• ITIL Foundation or an equivalent certification is preferred.

🏝️ Benefits

• Consolidated retirement plan (pension).

• 401(k) savings plan.

• Long-term incentive program.

• Vacation – 120 hours per calendar year.

• Sick time – 40 hours per calendar year; 48 hours for Colorado residents; 56 hours for Washington residents.

• Holiday pay, including floating holidays – 13 days per calendar year.

• Work, Personal, and Family Time – up to 40 hours per calendar year.

• Parental Leave – 480 hours within one year of birth/adoption/foster care of a child.

• Bereavement Leave – 240 hours for an immediate family member; 40 hours for an extended family member per calendar year.

• Caregiver Leave – 80 hours in a 52-week rolling period.

• Volunteer Leave – 32 hours per calendar year.

• Military Spouse Time-Off – 80 hours per calendar year.

• Medical, dental, and vision benefits, as provided under applicable plans or collective bargaining agreements.