Systems Specialist - Customer Support Operations & Strategy - France / Spain / Portugal / UK

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, 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 Systems Specialist to join our Support Operations and Strategy team. Our team ensures that our Customer Support function delivers amazing experiences to Aircall users and continues to improve our offerings and capabilities as Aircall continues to rapidly grow.

Our mission statement:- Deliver world-class customer and employee experiences- Thrive on operational excellence no matter if it is a simple task or a very large project- Drive feedback channels and strong communications within an data-driven environment- Foster and drive a customer-obsessed culture at Aircall

As an integral part of the Customer Support organization, we are responsible for delivering improvements and identifying opportunities for Aircall to strengthen its position within the market. We’ll achieve this as a team with projects, ongoing expert management of our ecosystem and working closely with cross-functional teams.

Your mission @ Aircall

• You will manage and maintain our customer facing technology portfolio that is used to provide support to our customers
• You will have an eye for continuous improvement and follow best practices for making our ecosystem world-class.
• You will collaborate closely with the Customer Support team and others including Customer Success, Onboarding, and Sales to ensure requirements can be met through process and tools.
• You will drive on-going improvements to our ecosystem and assist in evaluating new technologies and roadmaps of our technical stack.
• Become a technical SME with our Customer Support tools we use today and in the future.
• Handle technical requests from the Support team to improve our internal tooling within an Agile environment, aligning with overarching projects and initiatives.
• Work alongside our Support Enablement, Data Analyst, Knowledge Managers, and Project Managers in the team to ensure expert delivery of our Operations projects.
• Work closely with our Business Solutions & Transformation team to ensure clear communication and awareness of our business needs. Support cross functional projects to ensure successful delivery.
• Follow all prescribed best practice, governance and security procedures as defined by our Enterprise Services & Insights (IT) team.
• Complete audits of our Support tooling stack and ensure we have alignment with other systems and teams.
• Respond quickly to issues that come up in our production environments.

A little more about you (musts) :

• Fluency in English is mandatory.
• Experience with Zendesk is a must and highly critical to be successful in this role.
• You have exceptional written and verbal communication skills and work well in a global team using a variety of communication mechanisms.
• You are motivated to pursue the best technical solutions to problems and explore new opportunities to provide great customer experience.
• You feel comfortable working alongside technical stakeholders in cross-functional initiatives.
• You’re determined to provide the best possible experiences for our Support team and customers.
• You are truly customer-obsessed with an eye for continual improvement.
• You are a creative problem solver and can identify obstacles and viable solutions.
• You are proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership.

A little more about you (desired skills) :

• Customer Support and/or CX experience at a great advantage.
• Strong experience with Aircall, Intercom, Salesforce, Jira and Looker would be an advantage for you to be successful.
• Good SQL, programming language knowledge and Knowledge of web technologies would be a strong advantage.
• Relevant technical Application certifications would be a plus.