Business Systems (Customer Support Systems)

Job Description: Business Systems (Customer Support Systems)

Location: fwdDeploy (saasgenie), Chennai, Tamil Nadu, India

Employment Type: Contract, Work from Office

Company Overview:

fwdDeploy is an AI-powered deployment firm for fast-growing B2B tech and AI-native companies. We get customer service and employee service platforms live fast, fully configured and delivering value from day one.

Here's how: Our forward-deployed engineers work alongside four AI agents: Crane migrates data with zero downtime, Forge turns requirements and transcripts into a configured environment, ProAct catches issues before they become tickets, and Lens scores what's ready before go-live. The agents do the heavy lifting; the FDE owns the outcome.

Most teams treat deployment as weeks of manual setup. We replace that with AI-accelerated systems, then stay to optimize them with you. That's how we treat customers and each other. If you'd rather build something that lasts than patch the same problem twice, we should talk.

Role Overview

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• We are seeking an experienced Business Systems Administrator contractor to provide hands-on technical & delivery support for the Customer Support technology ecosystem. This role will partner with Customer Support Operations, CSM, Product, Engineering, and IT to design, configure, integrate, troubleshoot, and optimize solutions across Freshdesk, Churnzero and related enterprise applications.
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• The ideal candidate has strong experience with enterprise customer support platforms such as Freshdesk, Zendesk, Salesforce Service Cloud, ServiceNow, or similar platforms, with hands-on expertise in integrations, APIs, automation, AI, and enterprise application architecture.
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• This is a hands-on contractor role focused on delivering critical initiatives, resolving complex technical issues, and providing architecture and implementation support.
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Key Responsibilities

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• Provide hands-on architecture and implementation support for Customer Support applications and integrations.
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• Design and implement scalable solutions across Freshdesk, knowledge management, chat, messaging, telephony, CRM, and enterprise applications.
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• Configure and optimize Freshdesk workflows, automations, routing, SLAs, ticketing, and omnichannel capabilities.
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• Design, implement, and troubleshoot integrations using REST APIs, webhooks, middleware, and event-driven architectures.
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• Support platform upgrades, migrations, implementations, and complex technical initiatives.
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• Troubleshoot and resolve complex applications, integration, data, and configuration issues across multiple platforms.
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• Identify opportunities to simplify workflows, reduce technical debt, and improve platform performance and operational efficiency.
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• Implement automation and AI capabilities such as ticket summarization, intelligent routing, virtual agents, knowledge recommendations, and agent productivity solutions.
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• Partner with business and technical stakeholders to translate requirements into scalable solutions.
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• Document solution designs, configurations, integrations, and technical processes.
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• Provide technical guidance and knowledge transfer to Business Systems teams and administrators.
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Key Areas of Ownership

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• Customer Support application architecture and solution design.
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• Freshdesk configuration, customization, and optimization.
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• Case management, workflows, routing, SLAs, and omnichannel support.
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• Integration and middleware solutions.
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• Automation and AI implementations.
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• Platform security, data governance, and scalability.
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• Troubleshooting and resolution of production issues.
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• Build vs. configure vs. integrate decisions for assigned initiatives.
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Technical Skills

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• Strong hands-on experience with enterprise Customer Support platforms such as Freshdesk, Zendesk, Salesforce Service Cloud, ServiceNow CSM, or similar.
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• Deep understanding of customer support operations, including ticketing, case management, SLAs, routing, queues, and knowledge management.
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• Strong experience with REST APIs, webhooks, middleware, and enterprise integrations.
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• Experience with workflow automation and low-code/no-code platforms.
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• Experience integrating CRM and other enterprise applications with customer support platforms.
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• Experience implementing AI/GenAI-enabled customer support capabilities.
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• Strong understanding of enterprise application architecture, data models, security, and governance.
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• Strong troubleshooting and problem-solving skills across applications and integrations.
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Qualifications

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• 8+ years of IT / Business Systems experience, with 5+ years supporting enterprise Customer Support platforms.
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• Proven experience delivering enterprise customer support solutions.
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• Hands-on Freshdesk experience highly preferred.
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• Experience with Zendesk, Salesforce Service Cloud, ServiceNow, or similar platforms.
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• Strong experience with APIs, integrations, middleware, and workflow automation.
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• Experience with AI-enabled customer support solutions is a plus.
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• Bachelor's degree in Computer Science, Information Technology, Information Systems, or related field preferred.
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Preferred Experience

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• Experience supporting global Customer Support or Customer Experience organizations.
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• Experience with Freshdesk implementations, migrations, upgrades, or platform modernization.
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• Familiarity with ITIL and service operations.
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• Experience with Workato, MuleSoft, or similar integration platforms.
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• Experience implementing AI solutions that improve support operations and agent productivity.
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Why Join Us?

At fwdDeploy, you can see your work land. What you build ships to real customers. It shows up in real numbers.

We run on trust, respect, and collaboration. You get flexibility and space to do your best work. And because we're small, what you do moves the whole company.

Great things never came from comfort zones. If you want to build something new and grow fast doing it, come join us.

How to Apply:

Please send your resume, cover letter, and any relevant work samples to [email protected]. In your cover letter, explain why you are a great fit for this role and how your experience aligns with our company's mission and values.