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.
Lead Allies is a ready and able extension of your internal Recruiting or Talent Acquisition Team. We have been in the industry for over 18 years. Our areas of expertise include Technology, Executive Search and volume Customer Support positions, in both the startup space and big tech. Give us your requisition when your bandwidth is stretched, or you have a difficult position that your team is having challenges filling. We love a challenge! We are a well established minority owned business. We take a very unique approach to operating as an extension of your team. We conduct full blown recorded interviews. We ask critical and relevant questions, so that the interviews are meaningful to the Hiring Manager. Letting you Point, Click, and Listen. We do the first interview so you don’t have to! No one likes to sit through a bad interview and as a partner, we remove that from our client's responsibility. Just ask for references, we have a ton of them.
Contact Us
844-Lead Allies
info@leadallies.com
