Customer Care Portal Administrator at Topcon in Oakland, NJ

CUSTOMER CARE PORTAL ADMINISTRATOR Location: Oakland, NJ For over 90 years, Topcon’s vision has been to solve societal challenges around the globe. In healthcare, we are developing innovations that improve patients’ health and quality of life.  We empower eye care providers with advanced imaging, diagnostic solutions, and intelligent data technology. Our robotic devices deliver simplicity without compromise, by capturing clear images with the push of a button.  By joining Topcon Healthcare, you become part of a growing, diverse, global team. With office locations throughout North America, whether you are on-site, remote, or hybrid, our culture empowers you to contribute to company and personal success each day. At Topcon Healthcare, you can grow your career, gain new perspectives, and help address society’s most pressing challenges.  If you have drive, passion, and a desire to be part of a collaborative team, we want to hear from you. At Topcon Healthcare, we don’t wait for the future. We invent it. Join us. Learn more about working with us at topconcareers.com 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. Customer Support & Communication • 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. Training & User Enablement • 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. Minimum Qualifications • 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. Education & Experience • 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. Working Conditions • This is an onsite position based in the Oakland, NJ office and is not eligible for remote work. • Occasional travel may be required for training sessions or team meetings • Flexibility in work hours may be needed to support project timelines and business needs. Base Pay: Expected Base Pay Range: $95,000 to $105,000 Annualized The base pay range included is a projected hiring range for a position, level and potential work location(s) listed.  Topcon provides the compensation range that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full-time schedule.    Bonus eligible:  In addition to base pay, compensation for this position includes eligibility for a 5% annual bonus. Benefits*: Topcon offers a comprehensive benefit package for this position including medical, dental, vision, life insurance, disability insurance, tax saving spending accounts a 401(k) plan with employer match, tuition reimbursement in addition to other perks and benefits.  We also offer time off for our employees to recharge.  Our employees are eligible for paid company holidays, paid personal time off, and paid sick time that meets or exceeds state/local requirements.  Topcon reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation; individual candidate compensation may be determined based on individual skills, experience, training, certifications, education, final work location and other factors not related to an applicant’s sex or other status protected by local, state, or federal law. Changes in the position level, location or other factors associated with the role may change the final determined compensation.  The recruiter can provide additional information during the hiring process. *Topcon time off policies can vary between roles which are exempt or non-exempt.  For hourly (“non-exempt”) employees, we offer personal paid time off which accrues in accordance with local standards.  For salaried (“exempt”) employees, we offer a flexible paid time off policy giving you flexibility to take time when needed, while supporting business needs.  All paid time off policies are in accordance with or exceeding local law.  Employees working at least 30 hours per week are eligible for our Health and Welfare benefit package. EEO Statement: We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.