Systems Analyst / Support Systems Administrator

FocusKPI is  seeking a  Support Systems Administrator / Systems Analyst  to join one of our clients, a high-tech SaaS company.

As a Support Systems Administrator, you’ll be responsible for day-to-day management of the client's third-party support platforms, collaborating with support, engineering, and analytics teams.

These systems include Zendesk, Amazon Connect, among others.

You are a hands-on problem-solver whose role is to support internal teammates in the Customer Experience organisation and continuously improve a first-class support workflow.   Work Location :

• Remote - only Zone-3 in the USA;  (Seeking applicants ideally located in the Southwest, Central,  and  Eastern timezones) Duration :  6-month contract with potential to extend depending on the candidate's performance in the future Pay Range :   $40 / hr to $47 / hr
• No C2C resumes are considered
• Responsibilities : Manage third-party tools and platforms like Zendesk, Amazon Connect, as well as our custom-built tools and scripts for maintaining these systems.
• Own maintenance, upgrades, incident response, user and data management, and customization of these platforms as part of the CXS Systems team.
• Work with cross-functional partners, like their Operations and Self-Support teams, to understand their goals and problems, then translate business requirements into technical solutions.
• See opportunities and problems in their current workflows and devise and implement creative solutions.
• Write documentation and operational playbooks.
• Maintain community and monitoring platforms, including Khoros Care and Catchpoint.
• Actively develop & update scripts that their team uses for automating the boring things.

Qualifications :

Systems management :

Scripting skills :

User support :

Data and reporting :

Process improvement :

Documentation :

Change management :

Security basics :

Collaboration :

Nice-to-haves (Preferred qualifications) :

Training chops :

Omnichannel know-how :

Quality assurance :

Love for CX :

Certifications :

NOTICE :

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