Business Systems Engineer II - Support (Monterrey)

Schedule: Full Time Job Type: Hybrid Salary Type: Salary Req #: 2631

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: 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 Zendesk & 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 elevate 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: 2+ 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).
• Application Development Experience: Salesforce, Zendesk, McLeod, etc.
• Industry Experience: Experience in the logistics, freight, or transportation industry.

Candidate Privacy Notice

EEOC Uber Freight is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.