Technology Manager-Salesforce Administrator- EST/CST

Come join the true partner of global healthcare companies, Amplity Health. We continually challenge the boundaries of medical and commercial strategies to accelerate the approval and launch of new drugs to improve the lives of patients.

Technology Manager-Salesforce Administrator

Amplity has a current opportunity for an Information Technology Manager-Salesforce Administrator This is a fulltime position working on behalf of one of our top clients. As an Amplity employee you will a base salary, bonus potential,401K, medical, dental, vision, employer funded life insurance, long-term, short-term disability, mental wellness program, paid holidays, PTO and more.

The Technology Manager-Salesforce Administrator will serve as the primary interface with the client’s technology teams within a remote Contact Center environment. This comprehensive role involves supporting remote user issues and collaborating closely with application managers and developers from the Client technology teams. 

Responsibilities: 

• Serve as the main point of contact and manage technical issues with the client technology teams to support daily functions, ensure seamless communication, and issue resolution. 
• Provide technical support (Hardware and Software) for call-center users. 
• Experience and understanding of Salesforce Service Cloud platform with support of and use of Salesforce.com in a call center environment.  
• Collaborate across CIC/PSC/MI functions. 
• Support systems such as, ARC, AEGIS, 1QEM, SharePoint, SAP and Outlook. 
• Support the design and implementation of future call center capabilities / enhancements / upgrades.  
• Regularly monitor system performance and user feedback to identify potential issues and areas for improvement. 
•  Maintain detailed records of support requests, resolutions, and ongoing issues to ensure transparency and continuous improvement. Work with Salesforce team to ensure proper documentation of processes such as Rep Locator functionality. 
• Implement Project Management tasks. 
• Provide primarily remote support 5 days a week, 8:30 am to 5:00 pm EST

Other duties as needed

• Manage IT Systems Contact Centers:
• Business Owner for 4 Salesforce Applications: CareConnect; DTC; PEC; HCP TeleDetail
• Optimize the Use of SFDC Solutions among Call Centers
• Design and Implement Call Center Technology Tools
• Coordinate Salesforce Releases; Enhancements; and Integration Projects
• Provide System Training and Technical Support for Call Center Users
• Setup and Onboard New Hires with System Access

Qualifications: 

• Bachelor's degree in information technology, Computer Science, or a related field from an accredited university or college.
• 3 + years’ experience in Salesforce.com support. 
• 2 + Experience with VIOP, CX, CIC phone systems. 
• Strong Collaboration skills 
• Planning and coordination
• Technology implementation and support
• Performance monitoring
• 4 + years’ hands-on experience in hardware / software support. 
• Strong and effective communications skill, written and oral.  
• Self-motivation and the ability to be self-directed when necessary. 
• Strong problem-solving skills, excellent communication abilities, and proficiency in various hardware and software systems. 
• Relevant certifications such as CompTIA A+, Network+, or similar are preferred. 

Key Competencies: 

Technical Expertise: In-depth knowledge of IT systems, networks, and software applications. 

Communication: Ability to convey technical information clearly and effectively to non-technical users. 

Collaboration: Strong teamwork skills and the ability to work effectively with diverse teams. 

Customer Focus: Commitment to providing exceptional support and ensuring user satisfaction. 

EPIIC Values:

All positions at Amplity Health have a responsibility to demonstrate our EPIIC Values in order to uphold our high-service standards.

Excellence: We set high standards. We are solutions-focused and achieve outstanding results with a professional and positive attitude.

Passion: We love what we do. Our energy inspires, engages, and motivates others.

Innovation: Our ideas set us apart. We are curious and bold and challenge traditional ways of working.

Integrity: We are open, honest, and transparent. We do the right thing with courage and understanding.

Collaboration: We are better together. We actively seek the participation of others to achieve greater outcomes