Sr. Business Systems Administrator (100% Remote)

Who we are:

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.  

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.  

For more information about our services please visit clearcaptions.com.  

Position Summary: 

The Sr. Business Systems Administrator will play a crucial role in supporting and optimizing our business operations, with a primary focus on Salesforce administration. The role will manage, optimize, and enhance our Salesforce platform. This role will be responsible for system configuration, user management, troubleshooting, reporting, and supporting various teams in leveraging Salesforce to drive efficiency and business growth.  

This is a Remote/Work from Home position reporting to the Business Systems Manager. 

What you will do: 

• Oversee the day-to-day operation and maintenance of Salesforce.
• Develop, implement and manage Salesforce configurations, customizations, and workflows.
• Identify opportunities for automation and process improvements within Salesforce.
• Work closely with Sales, Customer Experience, Business Operations, and IT teams to streamline workflows and improve efficiency.
• Troubleshoot and resolve any integration issues to maintain the integrity of our business processes.
• Administer and optimize the call center platform RingCentral to enhance communication efficiency.
• Provide technical support and troubleshoot issues for Salesforce users across departments.
• Develop and deliver training materials and sessions to enhance user adoption and proficiency.
• Work with stakeholders to understand business needs and translate them into Salesforce solutions.
• Monitor system performance and recommend improvements for scalability.
• Maintain compliance with company policies, industry regulations, and data security best practices.
• Partner with Business Operations analyst to create and maintain comprehensive documentation of system configurations, processes, and integrations.
• Act as the primary point of contact for Salesforce-related inquiries and support requests.
• Collaborate with end-users to understand their issues and provide timely resolutions.
• Partner with IT Operations and development teams to escalate and resolve system issues efficiently.
• Conduct QA testing for new tools and applications, ensuring they meet established standards and requirements.
• Lead User Acceptance Testing (UAT) processes to validate that solutions meet user needs and business objectives.
• Provide detailed feedback to the development teams on any identified issues during testing.
• Work on project-based assignments, collaborating with cross-functional teams to implement Salesforce enhancements and improvements.
• Manage and prioritize Salesforce Jira tickets, ensuring timely completion of assigned tickets, meeting project deadlines. 

The kind of people we look for:

• Versatile people who thrive on variety and challenge.
• Excited about working in a fast-paced environment.
• Innate problem solvers who want to grow in a flexible, collaborative culture.
• Takes initiative, pushes boundaries, motivated to innovate.
• Talented individuals with a growth mindset who want to use their learning and relationship-building skills.
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.

Qualifications: 

• Minimum 3  years' experience as a Salesforce Administrator. 
• Salesforce Administrator Certification (ADM-201) required 
• Proven experience as a Business Systems Administrator or similar role.
• Experience with user management, permission sets, profiles, and role hierarchy.
• Ability to troubleshoot issues and optimize system performance.
• Experience with third-party integrations and APIs.
• Knowledge of Salesforce Sales Cloud, Service Cloud, and Experience Cloud.
• Familiarity with data migration, import/export tools (Data Loader), and reporting tools.
• Experience working in a call center, customer service, or sales-driven organization is a plus.
• Knowledge of quality assurance processes and experience in conducting UAT.
• Familiarity with Jira for tracking and managing tasks.
• Excellent verbal and written communication skills, presentation, and problem-solving skills. 
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes. 
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.  
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality. 
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams)  

Physical Demands: 

Employees may experience the following physical demands for extended periods of time: 

• Sitting, standing, and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor, tablet, and/or cell phone requiring close vision (70-90%) 

Work Environment: 

• 100% Remote:  Work environment is at home.