Global Tools Administrator - Customer Care (Remote Friendly)

What would you be doing with us?

During the past few years, our company has grown like crazy - we grew from a small startup to a global company. During this fast growth, small local teams developed highly personalized solutions for their local operations. With the evolution of the teams the need has come to develop further the insights provided in real time to the different countries, specifically, directed at actions and strategy to take based on prescriptive and predictive analysis.

To do this, we are…

1. Working to improve the overall efficiency of tools and systems. In order to provide a great experience to both the users and customers we need to ensure we optimize as much as possible our practices.

2. Improving cross collaboration between departments. Tools functions are crucial for every part of the operation on a daily basis. 

3. Ensuring clear and timely communication and support to all users.

Joining as the Global tools administrator, how will you make an impact?

• Configure and maintain telephony systems, including IVR setup, call routing, and reporting.

• Create and maintain compliance and best practices within the tools permissions and roles.

• Monitor system performance and troubleshoot any issues related to call quality or system outages.

• Stay up to date with new features and updates, implementing changes as needed.

• Manage data integrity, ensuring the accuracy and cleanliness of customer records.

• Perform regular audits and backups.

• Provide user support for all markets.

• Continuously assess and improve the efficiency of systems to meet evolving business needs.

• Document processes, configurations, and best practices for both platforms.

• Identify, diagnose, and resolve any system issues.

• Work closely with vendor support teams to resolve complex technical issues.

• Conduct root cause analysis for recurring issues and implement long-term solutions.

What will help you succeed?

• Have 2 years or more of experience in tools administration, ideally in a startup environment

• Have great communication skills. You will be a part of a global team

• Are proactive and curious

• Are good with systems and people equally

• Know Excel like a pro

• SQL and Python are a plus

• Have experience with Salesforce and Talkdesk would be a plus

• Have knowledge of ARS (Amazon redshift) 

• Have huge ease of learning new tools & skills

• Have a problem-solving mindset

• Speak English (Minimum C1)

What will you get in return?

True flexibility and work-life balance

• Remote first in one of our legal entities or hybrid work model in one of our office locations;
• Flexible working hours;
• Paid time off according to your location of work;
• Additional paid holiday on your birthday or work anniversary (you choose what you want to celebrate).

Health comes first 

• Access to iFeel, a technological platform for mental wellness offering online psychological support and counseling.