Customer Support Systems Administrator I

1 week ago

Lexington, United States Valvoline Global Full time

Why Valvoline Global Operations?

Valvoline Global is a worldwide leader in automotive and industrial solutions, creating future-ready products and best-in-class services for partners around the globe. Established in 1866, we introduced the world’s first branded motor oil, claiming our position as The Original Motor Oil.​

As an affiliate of Aramco, one of the world's largest integrated energy and chemicals companies, we continue to invest strategically and expand globally, driving unparalleled product innovation and sustainable business solutions.

Our corporate values of care , integrity , passion , and excellence shape everything we do. Living out our values is what makes our company, our employees, our partners, our customers, and the communities we serve great.

When you join Valvoline Global, you join a culture that is committed to: treating all people with care, operating with integrity, striving for excellence in everything we do, and showing passion about delivering on our commitments.

Careers for the Driven

Valvoline has a rewarding opportunity as a System Administrator I . We whole-heartedly adopt a ‘never idle' mindset. We also know that outstanding service begins and ends with our employees. So, we’re looking for good people to join our team. You bring your skills, talents, and drive. We will give you a great place to work, a competitive salary and benefits, and the resources and support to develop and advance within our global company.

The System Administrator I will assist in the management of the Support Center CRM, CTI, WFM and Analytics applications. Responsibilites of this position include but are not limited to the development, deployement, and maintenance of the Support Center systems. This position will colaborate with business stakeholders to identify the business needs of new initiatives and provided suggestions to streamline processes while ensuring our platforms are operating efficienlty/compliant. The System Administrator I will work directly with vendors and other external contacts during upgrades, platform changes, projects, and other engagements. This role will assist in the management and utilization of customer data to provide strategic insights, improve the custome experience, and improve agent efficeincy.

How You’ll Make an Impact

We need a quick learner who can become a subject matter expert in our global environment. In the role, you would be responsible for:

  • This role is responsible for the management of the Support Center CRM, CTI, WFM and Analytics applications. Duties include but are not limited to the development, deployment, and maintenance of these systems. This role will work directly with vendors and business stakeholders to identify improvements, resolve problems, and coordinate platform upgrades/changes. These are business critical systems that are used internationally and require a high degree of uptime and support. (7 Million + Interactions Anually)

  • This role will collaborate directly with business stakeholders to evaluate new business needs, provide solution recommendation, and develop/deploy new features and functionality. As Valvoline’s business grows, we expand our service footprint. This role will assist in providing strategic insight into application capabilities and gaps

  • This role is responsible for ensuring Valvoline has the structure and requirements in place to capture the correct data to handle during customer/consumer interactions. It is also responsible for ensuring we can extract that data in a useable format that can be provided to the business or integrated with other applications to improve the agent and customer experience. This requires the occupant of this role to thoroughly understand the business processes of each customer support interaction.

  • This role is responsible for ensuring the Valvoline Support Center applications are within compliance. These items include but are not limited to user access reviews, records retention requirements, FAA approvals ($125M+ Annually), product/master data approvals, etc.

  • Other duties and responsibilities as determined by Valvoline from time to time in its sole discretion.

What You’ll Need

  • Bachelor’s degree in information technology, CIS or related required.

  • 2-3 Years in IT System Administration, Contact Center Preferred

  • Must be authorized to work in the U.S.

What Will Set You Apart

  • Knowledge of Windows Servers and Operating Systems

  • Telecom/CTI Experience

  • Technical trouble shooting, process mapping, and project management skills

  • Excellent written and verbal skills.

  • Experience with budgeting

Benefits That Drive Themselves

  • Health insurance plans (medical, dental, vision)

  • HSA and flexible spending accounts

  • 401(k)

  • Incentive opportunity*

  • Life insurance

  • Short and long-term disability insurance

  • Paid vacation and holidays*

  • Employee Assistance Program

  • Employee discounts

  • Tuition reimbursement*

  • Adoption assistance*

*Terms and conditions apply, and benefits may differ depending on position.

Valvoline provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Are you good at what you do? Join us.

The Company endeavors to make its recruitment process accessible to any and all users. Reasonable accommodations will be provided, upon request, to applicants with disabilities in order to facilitate equal opportunity throughout the recruitment and selection process. Please contact Human Resources at 1-800-Valvoline or email 1-800Valvoline@valvoline.com to make a request for reasonable accommodation during any aspect of the recruitment and selection process. The contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.

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