Systems Analyst/ Support Systems Administrator

Focuskpi-posted 3 months ago
$40 - $47/Yr
Remote • Phoenix, AZ
Professional, Scientific, and Technical Services
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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**

  • 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.
  • Experience with CX tools: (e.g., Zendesk, Salesforce Service Cloud, Freshdesk, Intercom, Kustomer). Zendesk experience is very strongly preferred.
  • Systems management: Skilled at configuring, maintaining, and improving CX platforms.
  • Scripting skills: (basic Python, JavaScript, or API experience) for integrations or automations.
  • User support: Can quickly troubleshoot and resolve agent issues.
  • Data and reporting: Comfortable pulling reports, analyzing trends, and spotting what's off.
  • Process improvement: Always looking for ways to make systems smoother for customers and agents.
  • Experience in customer support is required.
  • Documentation: Able to keep setup guides, workflows, and processes tidy and up-to-date.
  • Change management: Knows how to test, communicate, and roll out updates without chaos.
  • Security basics: Understands permissioning, user access, and system security best practices.
  • Collaboration: Works easily with CX leaders, IT, and product teams to prioritize work.
  • Vendor management: Can manage relationships with software vendors and negotiate licenses.
  • Training chops: Loves running training sessions and writing simple how-tos.
  • Omnichannel know-how: Understands chatbots, SMS, social support, and voice.
  • Quality assurance: Sets up proactive checks so customers hit fewer bumps.
  • Love for CX: Deep empathy for customers and the teams supporting them.
  • Certifications: Any platform admin certs (e.g., Zendesk Admin, Salesforce Certified Admin).
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