At Lyft, community is what we are and it’s what we do. It’s what makes us different. To create the best ride for all, we start in our own community by creating an open, inclusive, and diverse organization where all team members are recognized for what they bring.
The Help Systems Administrator is responsible for implementing and maintaining the tools and systems used by the Customer Experience and Trust Team. The health and performance of these tools are critical to ensuring the productivity of our employees and third party partners, as well as our ability to respond rapidly to customer needs. This role is highly collaborative and fluid -- communicating with other CET managers, partners to capacity plan, and hit target service levels in a rapidly changing environment.
Responsibilities:
- Responsible for identifying, implementing, modifying, troubleshooting and supporting CRM, Text Analytics, tNPS, Telephony, and other tools utilized by the CET team.
- Responsible for debug/troubleshooting, provisioning/deprovisioning, system & licensing audits, IVR change management, and skill based routing and other general administrative tasks
- Debug / troubleshoot issues by collecting data across systems
- Responsible for repairing or escalating service exceptions
- Provide multi-tier support and collaborate with internal customers and IT members
- Create documentation, training materials, and host trainings.
- Expected to participate in a 24/7 on-call rotation that is responsible for repairing or escalating service exceptions
Experience:
- BA or BS in Information Technology, Masters degree a plus
- 2 to 3 Years experience administering, troubleshooting, and evaluating VOIP and Live Chat technologies (required)
- Demonstrated experience deploying VOIP and Live Chat technology across global locations, leveraging multiple configurations (soft & hard phone, hot desk/extension mobility, SIP passing are required)
- Demonstrated capability outlining configuration options for hardware, software, and network requirements to ensure optimal VOIP/Chat system performance (8x8, inc experience preferred but not required)
- Background in IT and systems administration in a startup environment
- Experience with disaster prevention and recovery best practices
- Experience using issue tracking and documentation tools like JIRA and Confluence
- Commitment to quality, accuracy and consistency
- Commitment to teamwork and proven ability to collaborate across cross-functional teams
- Quick thinking self-starter who is comfortable with ambiguity and change
- Ability to work under pressure and adapt quickly to high pressure situations
Benefits:
- Great medical, dental, and vision insurance options
- In addition to 11 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
- 401(k) plan to help save for your future
- 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
- Monthly commuter subsidy to cover your transit to work
- 20% off all Lyft rides
Lyft is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Lyft does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Lyft will also consider for employment qualified applicants with arrest and conviction records.