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Support Systems & Tools Specialist - Remote based in EMEA
AircallAngola +116Full Time7 hour
Job Summary
Aircall is seeking a Support Systems & Tools Specialist to join their Support Operations & Strategy team. The role involves managing, optimizing, and supporting tools that power customer support teams, including Zendesk, Aircall, and other platforms. The ideal candidate will have 4+ years of experience in a similar role, strong knowledge of APIs, integrations, and automation tools, and excellent written and verbal communication skills. Aircall offers a unique work environment, competitive salary package, and benefits, as well as opportunities for growth and development.
Aircall is a place where voices are valued.
Backed by over $220 million of investment since 2015, we create technology that fuels accessible, transparent and collaborative communication to empower our base of 20,000+ customers (and growing) to make authentic, human connections.
Conversation is a cornerstone of our culture. Wherever our people find themselves in the Aircall world – Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, Mexico City or at home – everyone has a voice that is valued.
Whatever your background, wherever you’re from – we want you to join the conversation. Let’s talk.
We are looking for a talented Support Systems & Tools Specialist to join our Support Operations & Strategy team. This role will ensure our customer support teams have the best tools and workflows to provide outstanding customer experiences, in a context of rapid growth.
You will be responsible for managing, optimizing, and supporting the tools and technologies that power our customer support teams. This includes configuring and maintaining our ticketing system (Zendesk), knowledge base, live chat, phone system, automation tools, and integrations with other platforms. You will collaborate with customer support, IT, and engineering teams to enhance efficiency, improve automation, and drive seamless support experiences.
Responsibilities
- Administer, configure, and maintain support tools (e.g., Zendesk, Aircall, etc.)
- Manage integrations between support tools and other internal systems (e.g., Salesforce CRM, databases, Looker, Qualtrics), partnering with technical teams
- Monitor system performance, troubleshoot issues, and ensure data accuracy and integrity
- Act as support tools subject matter expert and owner in large projects (Virtual Assistant implementation, agent co-pilot technology, development of custom solutions, support funnel revamping, etc)
- Work closely with customer-facing teams (Support but also Success, Onboarding, Sales) to identify inefficiencies and implement solutions
- Provide technical support and training to support team members on system functionality and best practices
- Develop and maintain automation, workflows, and macros to streamline support processes
- Stay up to date on emerging customer support technologies and recommend enhancements, in particular around application of AI
Qualifications
- 4+ years of experience in a similar role, preferably within a B2B SaaS company
- Strong experience with Zendesk is a must and highly critical to be successful in this role
- Familiarity with APIs, integrations (Salesforce notably), and automation tools such as Zapier
- Experience with reporting, analytics and data management tools (Looker, Zendesk Explore), SQL knowledge a plus
- Exceptional written and verbal communication skills, with proven ability to work collaboratively
- Ability to work independently and manage multiple projects simultaneously
- You are proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownershipScripting (e.g., JavaScript, Python) and knowledge of web technologies are a strong advantage
Please submit your resume in English.
We know that success comes from smart work and deserves to be recognized and rewarded
We value people who are bold, ambitious, collaborative and customer-centric. We’re a global community growing together.
If you love a good challenge, enjoy solving meaningful problems, and want to be a part of one of the fastest-growing B2B startups, then Aircall is the company you are looking for!
Aircall offers a unique work environment and the chance to collaborate with diverse teammates across continents. We'll provide freedom and tools to allow you to thrive at your best, and foster an environment you can do it in.
Why join us?
🚀 Key moment to join Aircall in term of growth and opportunities
💆♀️ Our people matter, work-life balance is important at Aircall
📚 Fast-learning environment, entrepreneurial and strong team spirit
🌍 45+ Nationalities: cosmopolite & multi-cultural mindset
💶 Competitive salary package & benefits (health coverage, lunch, commute, sports)
DE&I Statement:
At Aircall, we believe diversity, equity and inclusion, irrespective of origins, identity, background and orientations, are core to our Aircall journey.
We promote active inclusion to foster a strong sense of belonging which is one of our main strengths as a business. We strive to assemble diverse people that can enrich and learn from each other. We pledge to make sure everyone not only has a seat at the table but is valued at the table -- providing equal opportunities to develop and thrive.
We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open because we realize that we have work to do and much to learn.
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