Systems Specialist - Support Systems & Tools Specialist - Remote based in France or Spain or Portugal or 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, 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.

Your mission @ Aircall

• 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

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.

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)

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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