Customer Care Portal Administrator

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

• 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.

• 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.

• 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.

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.

In addition to base pay, compensation for this position includes eligibility for a 5% annual bonus.

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 and other perks and benefits. We also offer time off for employees to recharge. Employees are eligible for paid company holidays, paid personal time off, and paid sick time that meets or exceeds state/local requirements.

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.