Customer Service Database and System Administrator

The role includes:

• Administration and support of all Betsson Group Customer Service technology.
• Maintaining, configuring and administrating our contact management, telephony and other CS tools and platforms by ensuring the implementation of applicable best practices.

The successful candidate will be administrating the Customer Service Systems, ensuring the efficient operation of the Customer Service team, liaising with other teams as main point of contact for the tech related issues and with providers for any external issues.

Your key responsibilities include:

• Responsibility for day-to-day and long term planning and administration of our Live Chat/Email and telephony system as well as other CS support tools (including the maintaining of access, rules, configurations, UI changes, settings, reports and staff account management across all CS systems)
• Transforming business objectives into contact management & telephony platform functionality, working effectively with vendors to provide innovative ways to optimize the toolset and evaluate and improve our tools, rules, and processes
• Establishing and maintaining all CS systems i.e. Oracle Service Cloud and telephony platform documentation and provide second tier support to all CS users, work with suppliers on yearly upgrades (where relevant) and platform usage best practice
• Providing administrative support on a daily basis, including provisioning and de-provisioning of user accounts, troubleshooting, and other activities that require technical expertise
• Database Management for Report compiling as per stakeholder’s requirements from pre-defined data

What will you need to succeed?

• The ability to work closely with CS Manager to ensure that the group’s CS contact centre has the tools, technology, and processes necessary to provide a world class leading customer experience across Betsson Group brands.
• Proficient at project planning and competently updating stakeholders and measuring success of new projects.
• The ability to communicate effectively and persuasively at all levels and to be able to build strong, collaborative relationships across the business.

Requirements

• 2+ years Systems Administration or IT Technical Support experience
• Advanced Level of Excel knowledge (proficiency in Macros / Task Automation, Visual Basic, PowerBi)
• Working proficiency and communication skills in English

Experience or knowledge in any of the following will be considered a plus.

• Administration of Ticketing or CRM systems.
• Command line tools (Linux shell command experience a plus).
• SQL (MSSQL); both in writing queries and tuning performance.
• Virtualization: VirtualBox, VMware, Docker.
• Cloud Computing Services: Amazon Web Services in particular. Other technologies considered an asset.
• Visual Studio for SSIS.
• API data collection / Synchronisation.
• Python/PowerShell and C# will be considered as a great asset.
• Microsoft AD, Share-point, Group Policies.

Challenge Accepted?

Join us to be part of a team that influences the success of our brands through technical excellence and innovative solutions!