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.