Responsible for application administration and optimization of Customer Experience tools, troubleshooting issues, and managing user configurations.
About Outreach
Outreach, founded in 2014, is the only complete AI Revenue Workflow Platform that helps sales leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. Outreach infuses agentic AI to power 100s of use cases across sales motions. From new logo prospecting to renewal and expansion, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Global organizations use Outreach to power their revenue teams, including SAP, Siemens, Snowflake, ZoomInfo, and Verizon to name a few. To learn more, please visit www.outreach.io.
The Role
We are seeking a motivated Applications Administrator to join our Enterprise Applications team, focusing on the administration and optimization of Customer Experience (CX) tools. You’ll work with business partners to implement automation, user adjustments, basic configuration updates, and issue troubleshooting key software in the stack.
This role will be focused on our support ticketing platform initially along with the supporting infrastructure of software but has ample opportunity to expand to the full tech stack in the CX Organization.
Location: We’re looking to hire this person remote within the US.
Your Daily Adventures Will Include
- Perform system configuration and administration tasks, including user management, workflow tweaks, field/form adjustments, and application updates.
- Work with business partners and senior members to establish the priority of configuration updates, ensuring timely resolution to the requests.
- Collect and analyze user feedback to become a champion and consultant for the support ticketing system.
- Serve as the primary point of contact for day-to-day support of customer service ticketing tools.
- Provide general troubleshooting for incidents and issues and escalating issues to 3rd party support or senior members where applicable.
- Flag any concerns for compliance and liaise with the security team for system best practices.
- Perform regular seat audits and deprovision users to prevent unnecessary access to applications.
- Maintain accurate documentation related to the configuration, troubleshooting, and operational procedures for the support ticketing platform.
- Provide regular updates and status reports to management on system performance, incidents, and user requests.
- Ensure new users of the platform are set up with the necessary permissions and documentation to succeed.
- Become a strong consultant for your business partners to be able to clearly communicate the capabilities of the tool.
Our Vision Of You
- Minimum 2 years of experience in application administration.
- Familiarity with managing an enterprise application in the CX space such as: Zendesk, ServiceDesk, Freshworks, or Jira Service Desk
- General knowledge of application workflows, identity management, and administrative UIs.
- Knowledge of application monitoring, troubleshooting, and performance optimization techniques.
- Strong problem-solving and analytical abilities.
- Solid communication skills, with the ability to estimate timelines to implementations and underlying root causes of issues.
- Ability to manage time effectively when working with senior members to prioritize workload.
- Customer-focused with a passion for improving the user experience.
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Why You’ll Love It Here
• Flexible time off
• 401k to help you save for the future
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• A parental leave program that includes options for a paid night nurse, and a gradual return to work
• Infertility/ assisted reproductive services benefit
• Employee referral bonuses to encourage the addition of great new people to the team
• Snacks and beverages in the Office, along with fun events to celebrate
• Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military
Outreach is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.
Top Skills
Freshworks
Jira Service Desk
Servicedesk
Zendesk
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