Business Systems Engineer II - Support

ABOUT THE ROLE

• We are seeking a dedicated Systems Engineer to join our team. In this role, you will provide
• critical support for our Brokerage business Support Ecosystem including: Front (focus),
• Zendesk, Genesys Cloud, Custom Applications, and integrations. You will be the first point of
• contact for users experiencing issues, ensuring prompt resolution and minimal disruption to
• business operations and systems performance.

WHAT THE CANDIDATE WILL DO

• Issue Resolution: Diagnose and resolve technical issues, from user issues to system issues
• like failing python scripts or integrations.
• Systems Engineering: Develop & maintain automation and integration in Front, Zendesk and
• other applications using internal tooling along with SQL and Python, ensuring robust
• performance and reliability.
• User Support: Serve as the primary contact for support inquiries related to our Support
• Ecosystem.
• Ticket Management: Log all support requests in the ticketing system, ensuring accurate
• documentation of issues and resolutions.
• Escalation: Identify and escalate complex issues appropriate teams, following established
• protocols.
• Communication: Maintain clear and professional communication with users throughout the
• support process.
• Knowledge Base Contribution: Update and maintain support documentation and FAQs to
• assist users with common issues.
• Collaboration: Work closely with cross-functional teams to address recurring issues and
• improve system functionality.

BASIC QUALIFICATIONS

• Technical Skills: Intermediate knowledge of SQL, Python, or Automation and Scripting Skills.
• Experience: 3+ years of experience in a technical support role, preferably supporting enterprise
• applications.
• Customer Service: Excellent interpersonal and communication skills with a strong focus on
• customer satisfaction.
• Problem-Solving: Strong analytical abilities to troubleshoot and resolve technical issues
• efficiently.
• Organizational Skills: Ability to manage multiple tasks simultaneously and prioritize effectively.
• Team Player: Demonstrated ability to work collaboratively in a team environment.

BONUS QUALIFICATIONS

• Certifications: Certifications in any of the supported applications (e.g., Salesforce Certified
• Administrator, Zendesk Support Administrator).
• Business Application Experience: Front, Zendesk, Salesforce, Genesys, McLeod, Google
• CCaaS, or similar.
• Industry Experience: Experience in the logistics, freight, or transportation industry.