Job Description

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.
For more information about our services please visit clearcaptions.com.
The kind of people we look for:
• Versatile people who thrive on variety and challenge
• Excited about working in a fast-paced environment.
• Innate problem solvers who want to grow in a flexible, collaborative culture.
• Takes initiative, pushes boundaries, motivated to innovate.
• Individuals with a growth mindset who want to use their learning and relationship-building skills.
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.

The Sr. Business Systems Administrator will play a crucial role in supporting and optimizing our business operations, with a primary focus on Salesforce administration. The role will manage, optimize, and enhance our Salesforce platform. This role will be responsible for system configuration, user management, troubleshooting, reporting, and supporting various teams in leveraging Salesforce to drive efficiency and business growth.

What This Role Does:

• Oversee the day-to-day operation and maintenance of Salesforce.
• Develops, implements and manages Salesforce configurations, customizations, and workflows.
• Identifies opportunities for automation and process improvements within Salesforce.
• Partners with Sales, Customer Experience, Business Operations, and IT teams to streamline workflows and improve efficiency.
• Troubleshoots and resolves any integration issues to maintain the integrity of our business processes.
• Provides technical support and troubleshoots issues for Salesforce users across departments.
• Develops and delivers training materials and sessions to enhance user adoption and proficiency.
• Partners with stakeholders to understand business needs and translate them into Salesforce solutions.
• Monitors system performance and recommends improvements for scalability.
• Maintains compliance with company policies, industry regulations, and data security best practices.
• Partners with Business Operations analysts to create and maintain comprehensive documentation of system configurations, processes, and integrations.
• Acts as the primary point of contact for Salesforce-related inquiries and support requests.
• Collaborate with end-users to understand their issues and provide timely resolutions.
• Partners with IT Operations and development teams to escalate and resolve system issues efficiently.
• Conducts QA testing for new tools and applications, ensuring they meet established standards and requirements.
• Leads User Acceptance Testing (UAT) processes to validate that solutions meet user needs and business objectives.
• Provides detailed feedback to the development teams on any identified issues during testing.
• Works on project-based assignments, collaborating with cross-functional teams to implement Salesforce enhancements and improvements.
• Manages and prioritizes Salesforce Jira tickets, ensuring timely completion of assigned tickets, meeting project deadlines.
• Performs all other duties as assigned.

What You Will Bring:

• A high school diploma or equivalent is required. Combinations of education and relevant experience will be considered.
• A minimum of five (5) years of experience as a Salesforce Administrator or similar role is required.
• Salesforce Administrator Certification (ADM-201) is required.
• Experience with user management, permission sets, profiles, and role hierarchy.
• Ability to troubleshoot issues and optimize system performance.
• Experience with third-party integrations and APIs.
• Knowledge of Salesforce Sales Cloud, Service Cloud, and Experience Cloud.
• Familiarity with data migration, import/export tools (Data Loader), and reporting tools.
• Experience working in a call center, customer service, or sales-driven organization is a plus.
• Knowledge of quality assurance processes and experience in conducting UAT.
• Familiarity with Jira for tracking and managing tasks.
• Demonstrated ability to lead through influence and collaboration, including mentoring others, leading initiatives or workstreams, contributing to best practices, and driving cross-functional outcomes.
• Excellent verbal and written communication, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Willingness and ability to work flexible hours as needed.
• Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack).

Physical Demands:

In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, the Company will provide reasonable accommodations to qualified individuals with documented disabilities to enable them to perform the essential functions of the job, unless such accommodations would impose and undue hardship. Employees seeking accommodation should contact the People Department to initiate the interactive process.

Employees may experience the following physical demands for extended periods of time:

• Sitting, standing, and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%)

Work Environment:

100% Remote: Work environment is at home.

Compensation:
$85,000/yr to $95,000/yr determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package.

Intrigued to learn more?
When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like.

ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Disclaimer:
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

ClearCaptions does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship.