JeffreyM Consulting

Systems Administrator

JeffreyM Consulting

contract

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $40 - $44 per hour

Job Level

Mid-LevelSenior

Tech Stack

CloudJavaScriptPython

About the role

  • This is a 6-month contract position with potential for extension
  • Responsible for day-to-day management of third-party support platforms including Zendesk and Amazon Connect
  • Collaborate with support, engineering, and analytics teams
  • Manage third-party tools and custom-built tools and scripts
  • Own maintenance, upgrades, incident response, user and data management and customization of platforms
  • Work with Operations and Self-Support teams to translate business requirements into technical solutions
  • Identify workflow opportunities and implement solutions
  • Write documentation and operational playbooks
  • Maintain community and monitoring platforms including Khoros Care and Catchpoint
  • Develop & update scripts for automation

Requirements

  • 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)
  • 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).