As an IT Program Manager for Wix's Customer Care, youll oversee the technical aspects of systems and flow optimization, ensuring that IT systems and infrastructure support efficient Customer Care operations. Youll leverage your technical expertise and understanding of Customer Care processes to lead our team in troubleshooting and innovation. In your day-to-day, you will:
Conduct in-depth root cause analysis of recurring technical issues, propose long-term solutions to prevent future issues
Conduct market research to find the best tools, systems, and technical solutions for IT Customer Care needs
Oversee network infrastructure, including setup, configuration, and troubleshooting of LAN/WAN, VPNs, firewalls, and routers
Design and implement integrations between various systems to improve workflow efficiency and data consistency across platforms
Provide Level 2/3 technical support, respond to and resolve escalated IT tickets and troubleshoot user issues
Use APIs, middleware, or scripting to link different applications (e.g., Google Workspace, Jira, CRM systems) and ensure data flow between them
Advocate for the Customer Care experience, educating internal stakeholders on technical requirements and limitations
Requirements: 5+ years of experience in System IT roles
Knowledge of Active Directory, Google Workspace, Okta, SSO, etc.
Experience with Windows, Linux, and macOS environments, including installations, upgrades, and configurations
Familiarity with managing and configuring Jira and JSM, including workflow customization and issue tracking
Passion for solving problems and helping others with a true service-oriented mindset
Flexibility to handle out-of-hours IT-related incidents or issues
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