Infrastructure Support Specialist - Nokomis, United States - PGT Innovations

PGT Innovations

Verified Company

Nokomis, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Summary:

The Infrastructure Support Specialists acts as the primary liaison between Customer Care, Service, IT and stakeholders to provide maximum value to the organization through IT solutions and technical support.

This position will have a primary focus on Customer Care, Service, and other areas supported by PGT's systems.

What You'll Do:

Manage and maintain Salesforce platform, including configuration, customization, and integration with other systems (Apex, Visualforce, Lightning components, Salesforce APIs).
Configure Salesforce process builders, triggers, flows, page layouts, fields, data security, etc.
Create dashboards and automate reporting for department needs
Collaborate with Management in reviewing processes and determine options for automation
Develop and manage Knowledge Banks for internal and external customers, ensuring easy access to information and best practices.
Design and deploy chatbots on various channels for selfservice capabilities, enhancing user experience and efficiency (e.g., Dialogflow, Microsoft Bot Framework).
Evaluate and optimize Salesforce processes and workflows for the customer care team, encompassing the service department and consumer affairs.
Oversee phone system functionality by collaborating with IT and 3rd party teams, ensuring reliable communication channels for internal and external stakeholders.
Create, implement, and uphold a Quality Assurance program utilizing the Cisco Webex/Calabrio platform, incorporating auditing protocols.
Implement and customize CRM solutions to meet the organization's needs, including user training and support.
Develop and maintain documentation for system configurations, processes, and procedures.
Monitor system performance and troubleshoot issues, collaborating with internal teams and external vendors as needed.
Provide technical support and training to endusers as required.

Who You Are:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

Bachelor's Degree in IT related field recommended but not required.
4+ years' experience working in the IT field, ERP experience is preferred.
Experience with phone systems administration, preferably with VoIP technologies (ex: Cisco WebEx).
Excellent problemsolving skills and the ability to work independently or as part of a team.
Strong communication skills with the ability to interact effectively with technical and nontechnical stakeholders.

Who We Are:

At PGT Innovations, we may build and support high-quality, innovative windows and doors, but every day holds opportunities for us to do so much more - from building stronger teams through leading, supporting, mentoring, and collaborating, to fostering better relationships with our customers.

WHY WE'RE DIFFERENT
Every day we look for opportunities to grow and achieve greatness - together.

This isn't an "everyone for themselves" environment. Here, we look out for each other. We help each other. We prop each other up during challenging times.

Because inventing, building, and delivering the future of windows and doors is not a one-person job. It takes all of us.

Our collaborative group.
Our understanding family.
Our strong team.

Working together to inspire greater opportunity for our customers, our community, and our team members.

WHAT WE OFFER

Competitive compensation
Career advancement opportunities
Medical coverage
Dental coverage
Tuition reimbursement
Employee stock purchase plan
401k matching
Profit sharing
Paid time off
Volunteer time off
PGT Innovations is an equal opportunity employer. Applicants are considered for positions without regard to race, color, creed, national origin, ancestry, religion, sex, sexual orientation, gender identity or expression, age, mental or _physical disability, marital/family/caregiver status, genetic information, military or veteran status, citizenship or any other characteristic protected by federal, state or local low. PGT Innovations also prohibits harassment of applicants or employees based on any of these protected categories._