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.

• 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).

**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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