Systems Analyst / Support Systems Administrator

Overview

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

Able to keep setup guides, workflows, and processes tidy and up-to-date.

Nice-to-haves (Preferred qualifications)

No C2C resumes are considered

Thank you!

FocusKPI Hiring Team

Founded in 2010, FocusKPI, Inc. (FocusKPI) is a data science and technology firm specializing in predictive analytics practice and methodologies. FocusKPI is a US company headquartered in Silicon Valley, California, with an East Coast office in Boston, Massachusetts.

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