Support Systems Administrator (100% Remote)

Our Customer is a leading global collaboration platform that's transforming the way people work together, from the smallest business to the largest enterprise. With more than 500 million registered users across more than 180 countries, their mission is to unleash the world’s creative energy by designing a more enlightened way of working. Headquartered in San Francisco, CA, they have more than 12 offices around the world.

Our Customer is seeking a Support Systems Administrator on a contract basis to help support their business needs. This role is 100% remote.

This role will be responsible for the day-to-day management of the 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.

Responsibilities:

• Manage third-party tools and platforms like Zendesk, Amazon Connect, as well as the 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 the Operations and Self-Support teams, to understand their goals and problems, then translate business requirements into technical solutions
• See opportunities and problems in the 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 the scripts the team uses for automating the boring things

Skills and Qualifications:

• 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.

Preferred:

• 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).

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits include: Medical, Dental, Vision, 401k.

Please note: In order to to create a safe, productive work environment, our client is requiring all contractors who plan to be onsite to be fully vaccinated according to the CDC guidelines. At the point of offer, contractors will be required to attest their vaccination status.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability