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Systems Analyst/ Support Systems Administrator Job Opening In Pheonix – Now Hiring FocusKPI Inc.


Job description

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:

+ 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.

Nice-to-haves (Preferred qualifications):

+ 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.



NOTICE: Please be aware of fraudulent emails regarding job postings, job offers and fake checks.

FocusKPI's recruiting team will strictly reach out via @focuskpi.com email domain.

If you have received fraudulent emails now or in the past, please report it to https://reportfraud.ftc.gov/ .

The domain @focuskpijobs.com is fraudulent and not related to FocusKPI.

Please do not not reply or communicate to anyone with @focuskpijobs.com.

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Unlock Your Systems Analyst Potential: Insight & Career Growth Guide


Real-time Systems Analyst Jobs Trends (Graphical Representation)

Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph here. Uncover the dynamic job market trends for Systems Analyst in Pheonix, United States, highlighting market share and opportunities for professionals in Systems Analyst roles.

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The Work Culture

An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at FocusKPI Inc. adheres to the cultural norms as outlined by Expertini.

The fundamental ethical values are:

1. Independence

2. Loyalty

3. Impartiapty

4. Integrity

5. Accountabipty

6. Respect for human rights

7. Obeying United States laws and regulations

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The average salary range for a varies, but the pay scale is rated "Standard" in Pheonix. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

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Interview Tips for Systems Analyst/ Support Systems Administrator Job Success

FocusKPI Inc. interview tips for Systems Analyst/ Support Systems Administrator

Here are some tips to help you prepare for and ace your Systems Analyst/ Support Systems Administrator job interview:

Before the Interview:

Research: Learn about the FocusKPI Inc.'s mission, values, products, and the specific job requirements and get further information about

Other Openings

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Final Thought:

To prepare for your Systems Analyst/ Support Systems Administrator interview at FocusKPI Inc., research the company, understand the job requirements, and practice common interview questions.

Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the FocusKPI Inc.'s products or services and be prepared to discuss how you can contribute to their success.

By following these tips, you can increase your chances of making a positive impression and landing the job!

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