About the job
Join our dynamic team at prime-system as a dedicated Office Administrator within our Customer Experience (CX) department. This fully remote position is essential for ensuring seamless daily operations among our six-member CX team, which specializes in IT support and customer success services. Your organizational skills will help maintain effective communication and collaboration across various digital platforms.
We are looking for a proactive individual who excels in a remote work setting, adheres to our core working hours, and demonstrates clear and effective communication skills. Prior experience supporting customer-centric teams in a tech-focused environment is highly advantageous.
Key Responsibilities
Administrative & Remote Office Support
- Act as the primary administrative support for the CX department during core business hours.
- Maintain precise digital records, documentation, and internal trackers (tickets, renewals, contracts, onboarding checklists, etc.).
- Create, edit, and format documents, reports, and presentations utilizing Microsoft 365.
- Organize shared calendars, schedule virtual meetings, and facilitate internal and external calls.
- Ensure that information is systematically organized and readily accessible across shared drives and collaboration tools.
CX & Customer Support Coordination
- Assist in the logistics of remote customer onboarding, including documentation, scheduling, and internal transitions.
- Monitor customer follow-ups, escalations, and action items to ensure prompt resolutions.
- Keep customer data up to date in CRM, ticketing, or PSA platforms.
- Support customer communications, including service notifications, renewals, surveys, and follow-ups.
IT & Operations Support
- Serve as the administrative liaison between the CX team and technical teams using remote collaboration tools (Teams, email, ticketing platforms).
- Track licenses, subscriptions, and customer-related hardware assets as necessary.
- Assist in vendor coordination, invoices, and basic procurement tasks for IT services.
- Help maintain organization and updates for CX tools and systems.
Process Improvement & Team Support
- Identify opportunities for enhancing remote administrative workflows and increasing team efficiency.
- Document and manage CX processes, SOPs, and best practices in shared knowledge bases.
- Support virtual team meetings, initiatives, and CX projects as required.