Fueling the business of fun.
Not just a game-changer, it's a life-changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability.
With Embed's platform, a business (single or multi-location) has real-time visibility and control across the entire operation: a full range of games management, real-time prize inventory, from guest party planning and bookings via mobile to integrated point-of-sales, including bundles and upsell packages, self-recycling game card kiosks and so much more. And it is all interconnected.
We have offices across the globe: USA, EMEA, and Asia. With more than 1,000 customers and over 3,000 installations in 56 countries, we are equipped and ready to empower Family Entertainment businesses with direct sales, services, and support anytime, anywhere.
We are in the business of fun and no one takes fun more seriously than us, which is why we put our people at the heart of everything we do, and how we do it. Get inspired because no one's having more fun than us.
About the Role
The CRM System Administrator's key responsibilities are:
- Own the product vision and execute the day-to-day configuration, support, and maintenance of our Zendesk and Salesforce.com instances,
- Work with stakeholders to gather requirements and design, implement, and communicate Zendesk and Salesforce.com processes and features across global operations,
- Design standards and best practises, document processes, policies, and instructions, and provide user training and support across global operations, and
- Evaluate user practices, make recommendations, and grow the Zendesk and Salesforce.com skill set across the global organization.
In addition, the CRM System Administrator will maintain up-to-date awareness in the latest Zendesk and Salesforce.com applications and share ideas with Support and Sales to improve the performance and throughput of our instances.
Key Responsibilities
_Overall:_ - Own the product vision and execute the day-to-day configuration, support, and maintenance of our Zendesk and Salesforce.com instances
Maintain up-to-date awareness in the latest Zendesk and Salesforce.com applications and share ideas with Sales and Support to improve the performance and throughput of our instances- Work with stakeholders to gather requirements and design, implement, and communicate Zendesk and Salesforce.com processes and features across global operations
Work with stakeholders to gather requirements and build and fine-tune reports and dashboards to yield meaningful metrics
- Design standards and best practises, document processes, policies, and instructions, and provide user training and support across global operations
Work with Business Systems team members to develop workflows and business process automations- Partner with Business Systems team members to create, maintain, enhance, troubleshoot, and fix system integration incidents occurring between our Zendesk and Salesforce.com applications and our system integration tools
Evaluate user practices, make recommendations, and grow the Zendesk and Salesforce.com skill set across the global organization
_Zendesk:_
- Administer all system functions including user account maintenance, groups, forms, conditional fields, triggers, macros, reports, dashboards, and all other administrative tasks
Evaluate and install new Zendesk releases and Zendesk Marketplace app enhancements and provide users with training and support- Support Zendesk agents with troubleshooting and fixing system integration incidents occurring between Zendesk and our system integration tools and with Zendesk Support, Guide, Gather, Chat, Talk, and Explore
Work with stakeholders to gather requirements and configure, test, and implement triggers, conditional fields, macros, automations, notifications, routings, SLAs, etc. in Zendesk to achieve user and organizational requirements
- Collaborate with various team members to define processes, establish KPIs, and evaluate customer satisfaction metrics to identify and proactively address customer needs
_Salesforce.com:_
- Administer all system functions including user account maintenance, groups, objects, fields, reports and dashboards, workflows, and all other administrative tasks
Partner with Marketing team members to troubleshoot and fix system integrations incidents occurring between Salesforce.com and our marketing applications- Evaluate and install new Salesforce.com releases and enhancements and provide users with training and support
Support Sales team members with troubleshooting and fixing system integration incidents occurring between Salesforce.com and our system integration tools
- Work with stakeholders to gather requirements and configure, test, and implement solutions for fixing data records, sharing rules, creating workflows, groups, etc. in Salesforce.com to achieve user and organizational requirements
Perform database maintenance tasks, including diagnostic tests and duplicate entry cleansing
Required Skills and Experience
- Bachelor's degree in Computer Science or equivalent education/work experience
Zendesk or Salesforce.com administrator certification is preferred
- 3-4 years experience working in fast-paced customer service/support environments
- At least 1 year experience as a Zendesk administrator. Intermediate level with building custom apps and objects, custom fields, custom views, and other content of intermediate complexity
Intermediate level with Salesforce.com CPQ. At least 1 year experience in maintaining, modifying, and developing process builders visual flow, APEX classes, Unit Tests, triggers, and APIs- Basic to intermediate level with Workato is desired
Job Type: Full-time
Pay: Php80,000.00 - Php100,000.00 per month
Schedule:
Monday to Friday
