Global Tools Administrator, Customer Care

Summary

Join us in making the healthcare experience more human as a Global tools administrator, configuring and maintaining telephony systems, ensuring data integrity, and providing user support.

Requirements

• 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)

Responsibilities

• 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

Benefits

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