Business Systems Engineer II - SupportNew
The opportunity
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: Zendesk, Genesys Cloud, Custom Applications, and integrations.
What you'll 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 Zendesk & Python, ensuring robust performance and reliability.
User Suppor t: 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.
What they're looking for
- 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 : 2+ years of experience in a technical support role, preferably: supporting enterprise applications.
