TalentBurst
Title: Systems Analyst
Location: Open For 100 % Remote
Duration: 6+ months plus extensions
W2 Only
As a Support Systems Administrator, you'll be responsible for day-to-day management of our 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.
- 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 our Operations and Self-Support teams, to understand their goals and problems, then translate business requirements into technical solutions - See opportunities and problems in our 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 our team use for automating the boring things - Experience with CX tools: (e.g., Zendesk (preferred), Salesforce Service Cloud, Freshdesk, Intercom, Kustomer) - Systems management: Skilled at configuring, maintaining, and improving CX platforms. - 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. - 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.
Nice-to-haves: - Scripting skills: (e.g., basic Python, JavaScript, or API experience) for integrations or automations. - 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).
#TB_EN
As a Support Systems Administrator, you'll be responsible for day-to-day management of our 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.
- 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 our Operations and Self-Support teams, to understand their goals and problems, then translate business requirements into technical solutions - See opportunities and problems in our 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 our team use for automating the boring things - Experience with CX tools: (e.g., Zendesk (preferred), Salesforce Service Cloud, Freshdesk, Intercom, Kustomer) - Systems management: Skilled at configuring, maintaining, and improving CX platforms. - 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. - 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.
Nice-to-haves: - Scripting skills: (e.g., basic Python, JavaScript, or API experience) for integrations or automations. - 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).
#TB_EN