Aircall
Aircall is a leading provider of cloud-based call center software, designed to streamline business phone communications for companies of all sizes. With innovative features like AI-powered conversation intelligence, smart call routing, and seamless integration with over 100 applications including major CRMs like Salesforce and HubSpot, Aircall enhances team productivity and customer interaction. The platform supports VoIP technology for virtual call center operations, eliminating the need for hardware and allowing for remote work. Trusted by over 19,000 companies worldwide, Aircall caters to various industries such as education, finance, and healthcare, offering a reliable and scalable solution for modern customer communication needs.
Call center software • VoIP • Cloud • Business phone system • Customer Support
Customer Support Operations - Strategy Systems Specialist
September 22, 2024
Aircall
Aircall is a leading provider of cloud-based call center software, designed to streamline business phone communications for companies of all sizes. With innovative features like AI-powered conversation intelligence, smart call routing, and seamless integration with over 100 applications including major CRMs like Salesforce and HubSpot, Aircall enhances team productivity and customer interaction. The platform supports VoIP technology for virtual call center operations, eliminating the need for hardware and allowing for remote work. Trusted by over 19,000 companies worldwide, Aircall caters to various industries such as education, finance, and healthcare, offering a reliable and scalable solution for modern customer communication needs.
Call center software • VoIP • Cloud • Business phone system • Customer Support
📋 Description
• 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.
🎯 Requirements
• 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.
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