CX Systems Administrator

Company Description
Dropbox is a special place where we are all seeking to fulfil our mission to design a more enlightened way of working. We're looking for innovative talent to join us on our journey. The words shared by our founders at the start of Dropbox still ring true today. Wouldn't it be great if our working environment-and the tools we use-were designed with people's actual needs in mind? Imagine if every minute at work were well spent-if we could focus and spend our time on the things that matter. This is possible, and Dropbox is connecting the dots. The nearly 3,000 Dropboxers around the world have helped make Dropbox a living workspace - the place where people come together and their ideas come to life. Our 700+ million global users have been some of our best salespeople, and they have helped us acquire customers with incredible efficiency. As a result, we reached a billion dollar revenue run rate faster than any software-as-a-service company in history. Dropbox is making the dream of a fulfilling and seamless work life a reality. We hope you'll join us on the journey.

Role Description
As a Support Systems Administrator, you'll be responsible for day-to-day management of our third-party support platforms, collaborating with support, engineering, and analytics teams. These systems include Zendesk, Amazon Connect, among others. You are a hands-on problem-solver whose role is to support internal teammates in the Customer Experience organisation and continuously improve a first class support workflow.

This is a fully remote role on a 12 month contract

Responsibilities:

• Manage third-party tools and platforms like Zendesk, Amazon Connect, as well as our custom-built tools and scripts for maintaining these systems
• Own maintenance, upgrades, incident response, user and data management and customization of these platforms as part of the CXS Systems team
• Work with cross functional partners, like our Operations and Self-Support teams, to understand their goals and problems, then translate business requirements into technical solutions
• See opportunities and problems in our current workflows and devise and implement creative solutions
• Write documentation and operational playbooks
• Maintain community and monitoring platforms, including Khoros Care and Catchpoint
• Actively develop & update scripts our team use for automating the boring things

Requirements:

• Experience with CX tools: (e.g., Zendesk, Salesforce Service Cloud, Freshdesk, Intercom, Kustomer)
• Systems management: Skilled at configuring, maintaining, and improving CX platforms.
• User support: Can quickly troubleshoot and resolve agent issues.
• Data and reporting: Comfortable pulling reports, analyzing trends, and spotting what's off.
• Process improvement: Always looking for ways to make systems smoother for customers and agents.
• Documentation: Able to keep setup guides, workflows, and processes tidy and up-to-date.
• Change management: Knows how to test, communicate, and roll out updates without chaos.
• Security basics: Understands permissioning, user access, and system security best practices.
• Collaboration: Works easily with CX leaders, IT, and product teams to prioritize work.

Preferred Qualifications:

• Task/workload ownership
• Soft skills when interacting with our "customers" (i.e. requesters of tickets, Slack pings, emails)
• Experience with ticketing platforms, namely Zendesk. Live Support (chat/phone) platform administration experience a plus.

Nice to Have:

• Scripting skills: (e.g., basic Python, JavaScript, or API experience) for integrations or automations.
• Vendor management: Can manage relationships with software vendors and negotiate licenses.
• Training chops: Loves running training sessions and writing simple how-tos.
• Omnichannel know-how: Understands chatbots, SMS, social support, and voice.
• Quality assurance: Sets up proactive checks so customers hit fewer bumps.
• Love for CX: Deep empathy for customers and the teams supporting them.
• Certifications: Any platform admin certs (e.g., Zendesk Admin, Salesforce Certified Admin).

Note: Please apply only if you are currently in this location and eligible to work full-time in Ireland.
(only Shortlisted candidates will be contacted)

For further details and interest in discussing further, reach out to me here or at [email protected]