Business Systems Engineer II - Support

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.

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.

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.

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.