Customer Care Portal Administrator

Topcon Positioning Systems•Oakland, NJ

4d•$95,000 - $105,000•Onsite

About The Position

The Customer Care Portal Administrator supports the ongoing improvement of customer-facing platforms and helps deliver seamless customer experience. This role is responsible for assisting customers with platform usage, coordinating communication across departments, and supporting initiatives that improve service delivery and workflow efficiency. The position works closely with internal teams to enhance user-facing tools, resources, and customer engagement.

Requirements

Proven experience in customer-facing roles, particularly in customer service, portal administration, or technical support.
Salesforce experience is a plus; Salesforce Admin Certification preferred.
Strong verbal and written communication skills with the ability to explain technical concepts clearly.
Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Familiarity with data management, data cleaning, cloud platforms, customer portals, and support technologies preferred.
Ability to quickly learn and adapt to new systems, tools, and processes.
Bachelor’s degree in computer science, Technology, or a related field, or equivalent work experience.
Minimum of 2 years of experience in customer service, portal administration, customer success, project coordination, or a related role.
Experience managing customer service platforms or online resource systems is a plus.
Regular use of computers and phones for customer communication and support.
Ability to sit or stand for extended periods of time.

Responsibilities

Support onboarding activities and assist customers with gaining access to the Topcon Customer Care Portal.
Help customers update and maintain their account information within the portal.
Serve as the primary liaison between customers and internal teams to resolve inquiries and technical issues related to the portal.
Provide timely, professional responses to customer questions and support requests.
Gather and document customer feedback to support continuous improvement initiatives.
Manage and maintain customer-facing portals and online resources to ensure information is accurate and accessible.
Coordinate with internal teams to align product data and customer-facing content across platforms.
Support portal enhancements and feature updates based on customer needs and feedback.
Monitor portal functionality and assist with troubleshooting access or system-related issues.
Collaborate with stakeholders on projects focused on improving customer experience.
Identify opportunities to streamline workflows and improve operational efficiency.
Assist with managing timelines, deliverables, and tasks related to customer portal initiatives.
Conduct training sessions and create resources to help customers effectively use available tools and portals.
Develop clear, easy-to-follow documentation for customers and internal teams.
Support onboarding efforts and ensure users understand key platform features and benefits.
Partner with Customer Service, IT, Marketing, and other departments to provide accurate and consistent customer support.
Assist with implementing updates and improvements to customer-facing systems and services.
Support consistency in messaging and communication across all customer-facing platforms.