Job Summary
We are looking for a skilled Platform Administrator to join our client and serve as a trusted advisor and technical administrator for enterprise customers. The ideal candidate will be responsible for maintaining and optimizing platform configurations, managing user access, implementing customer-requested updates, and supporting platform enhancements based on business requirements.
This role involves working closely with customers, Facility Coordinators, Customer Success, Product Management, and Support teams to deliver configuration solutions, improve platform adoption, and ensure a high-quality customer experience.
Key Responsibilities
Customer Platform Administration
- Configure and maintain platform settings based on customer requirements.
- Manage user access, permissions, roles, and administrative settings.
- Implement approved customer-requested updates across platform modules.
- Maintain dashboard settings, workflows, and issue list configurations.
- Ensure configuration changes are accurate and aligned with customer requirements.
Customer Consultation & Support
- Serve as a primary point of contact for platform administration requests.
- Review customer enhancement requests and work with internal teams to identify appropriate solutions.
- Provide customers with timely updates regarding enhancement requests and platform initiatives.
- Communicate platform performance issues, system updates, and relevant changes to customers and internal stakeholders.
- Participate in customer meetings related to platform administration and optimization.
Configuration Management
Support configuration and administration across areas such as:
- Locations & Provider Assignments
- Asset Management
- Refrigerant Tracking
- Site Planning
- Inventory
- Projects
- Supply Manager
- Preventative Maintenance Configuration
- Business Hours Settings
- Invoice and Proposal Workflows
- Auto Invoice Approval Processes
- Dashboard Administration
- Issue List Configuration
Cross-Functional Collaboration
- Partner with Customer Success Managers, Product teams, Support teams, and Facility Coordinators to deliver customer solutions.
- Coordinate with internal stakeholders to implement platform changes and enhancements.
- Document platform changes and maintain accurate configuration records.
- Identify and escalate issues, risks, and complex requests to appropriate technical teams or leadership.
- Support continuous improvement and platform optimization initiatives.
Requirements
- 2+ years of experience in SaaS Administration, Customer Support, System Administration, Facility Management Technology, or related fields.
- Experience managing customer-facing technology solutions.
- Strong analytical and troubleshooting skills.
- Ability to manage multiple customer requests and priorities simultaneously.
- Excellent written and verbal communication skills.
- Strong customer service and stakeholder management abilities.
- Experience working with cross-functional teams.
Preferred Skills
- Experience with ServiceChannel or similar SaaS platforms.
- Experience with Zendesk or similar customer support platforms.
- Knowledge of facilities management workflows.
- Understanding of workflow automation and business process optimization.
- Experience supporting enterprise customers.
- Strong platform configuration and administration skills.
Success Measures
- Customer satisfaction and platform adoption
- Configuration accuracy and quality
- Request turnaround time
- SLA adherence
- Reduction in configuration-related escalations
- Customer retention and expansion support
- Stakeholder satisfaction
What We Offer
- Opportunity to work with enterprise SaaS platforms and technology solutions.
- Exposure to customer-facing platform administration.
- Professional growth and learning opportunities.
- Collaborative and technology-driven work environment.
- Opportunity to work closely with Customer Success, Product, and Support teams.
Job Type: Full-time
Location: Bengaluru, Karnataka
Experience: 2+ Years
Pay: ₹900,000.00 - ₹1,200,000.00 per year
Work Location: In person
