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, youll 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 organization 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 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 CX Systerms team. Work with cross-functional partners, like Operations and Self-Support teams, to understand their goals and problems, then translate business requirements into technical solutions. Identify opportunities and problems in 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 and update scripts that the team uses for automating routine tasks. Qualifications

Experience with CX tools:

(e.g., Zendesk, Salesforce Service Cloud, Freshdesk, Intercom, Kustomer). Zendesk experience is 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:

Able to quickly troubleshoot and resolve agent issues. Data and reporting:

Comfortable pulling reports, analyzing trends, and spotting anomalies. Process improvement:

Proactively seeks ways to improve systems 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 disruption. Security basics:

Understands permissioning, user access, and system security best practices. Collaboration:

Works well with CX leaders, IT, and product teams to prioritize work. Nice-to-have (Preferred qualifications)

Vendor management:

Ability to manage relationships with software vendors and negotiate licenses. Training chops:

Experience delivering training sessions and writing simple how-tos. Omnichannel know-how:

Understanding of chatbots, SMS, social support, and voice channels. Quality assurance:

Sets up proactive checks so customers experience 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). 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. #J-18808-Ljbffr