Database Services Administrator
The Database Services Administrator is responsible for implementing, maintaining and training users on the contact management system. This position works closely with all areas of professional services to fully utilize the call management system. The administrator will also assist in the selection process and work closely with IT to implement and maintain the call management system. The database services administrator will also have responsibility for the Rivet knowledge base system.
Responsibilities:
- Identifies call tracking and case management requirements
- Assists in the system selection process
- Creates business rules, user groups, routing capabilities and call escalation procedures
- Trains users on system features and attributes
- Develops performance reports and call center metrics
- Assists IT with other system needs: CRM, telephone switch and dream team
- Maintains and administers the Rivet knowledge base content
- Reports to the Director of Customer Support
Requirements:
- Strong working knowledge of call tracking, case management and knowledge base software
- Working knowledge of IT infrastructure
- College degree in business, computer science or comparable field or equivalent work experience
- Highly motivated, enthusiastic person with excellent analytical and problem solving skills
- Ability to thrive in a team environment
- Experience in call center operations, call routing and call escalating procedures
- Understanding of customer support functions and call tracking requirements
- Experience managing knowledge base updates and content
Helpful Experience:
- 5 years experience in call center operations and customer support environments
- Familiarity with XML (Extensible Markup Language) and XBRL (Extensible Business Reporting Language)
Want to join our team?
Qualified Candidates please submit your resume and salary requirements to: hr@rivetsoftware.com.
Rivet Software is an equal opportunity employer.
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