Technology Manager-Salesforce Administrator- EST/CST

Company: Amplity Health
Location: Charlotte
Posted on: January 24, 2025

Job Description:

Join Amplity, the full-service go-to partner of biopharma companies that delivers flexible + specialized medical + commercial services. No matter where a drug is in its lifecycle, we scale with ease to maximize resources + improve impact for all our clients. Through strategic partnerships + deep therapeutic expertise, Amplity transforms how breakthrough treatments reach the people who need them.Technology Manager-Salesforce AdministratorAmplity 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 ESTOther 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 AccessQualifications:
    • 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 outcomesAbout UsAmplity powers biopharma innovation through expert-led teams that deliver. Whether you knew us in the 80's as Physician Detailing Inc., or in the 00's as part of Publicis Health , the companies that came together in 2019 to form Amplity have delivered contract medical, commercial + communications excellence for 40+ years.Our people-driven, tech-enabled DNA fuels everything we do.Our professionals understand the pharmaceutical industry from the inside out. With a deep grasp on product lifecycles, marketing hurdles, operational nuances + the complex needs of providers and patients, we help our clients launch products + operate smoothly with precision - across all business shapes, sizes + specialties.We are on a mission to improve patient outcomes through executional excellence - enabling our partners in pharma to thrive in turn. At Amplity, we are allies in excellence. And we do it quicker, better, nicer than anyone else.Our Diversity PolicyWe encourage and support equal employment opportunities for all associates and applicants for employment without regard to sex, race, color, religion, national origin, age, disability, marital status, sexual orientation or veteran status. Employment decisions are evaluated on the basis of an individual's skills, knowledge, abilities, job performance and other qualifications. In addition, Amplity Health maintains policies and procedures designed to comply with applicable federal, state and local laws governing non-discrimination in employment in every location in which Amplity Health has facilities.

Keywords: Amplity Health, Burlington , Technology Manager-Salesforce Administrator- EST/CST, IT / Software / Systems , Charlotte, North Carolina