Non-Technical Customer Support P15

Platform Administrator

Position Summary

The Platform Administrator serves as a trusted advisor and technical administrator for ServiceChannel customers, ensuring platform configurations are maintained, optimized, and aligned to business requirements. This role partners closely with customers, Facility Coordinators, Customer Success, Product Management, and Support teams to implement configuration changes, support platform enhancements, and drive adoption of ServiceChannel capabilities. This position is responsible for administrative configuration, user management, customer-requested updates, and communication regarding platform performance and enhancements. 

Key Responsibilities

Customer Platform Administration

• 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. 

Customer Consultation & Support

• 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 ServiceChannel system performance issues and platform updates to customers and internal stakeholders. 

Configuration Management

Support configuration and administration within:

• Locations & Provider Assignments
• Asset Management
• Refrigerant Tracking
• Site Planning
• Inventory
• Projects
• Supply Manager
• Preventative Maintenance configuration
• Business Hours settings
• Invoice and Proposal workflows
• Auto Invoice Approval processes
• Dashboard administration
• Issue List configuration 

Cross-Functional Collaboration

• 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.

Qualifications

Required

• 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.

Preferred

• ServiceChannel platform experience.
• Zendesk experience.
• Knowledge of facilities management workflows.
• Experience with workflow automation and business process optimization.
• Experience supporting enterprise customers.

Success Measures

• Customer satisfaction and platform adoption
• Configuration accuracy and quality
• Request turnaround time
• SLA adherence
• Reduction in configuration-related escalations
• Customer retention and expansion support
• Stakeholder satisfaction