Global Tools Administrator - Customer Care (Remote Friendly)You might have heard about us, but with a different name: Doctoralia. It all started 10 years ago, when we asked ourselves: is anyone in healthcare thinking about patients? We jumped in and empowered patients by giving them access to leave and read reviews about their visit. We then provided doctors with the technology to manage bookings easily and save time, so they could devote themselves to what they always wanted: treating patients. And today is the day in which we ask you: will you join us in the next step of making the healthcare experience more human?Docplanner at scaleWe are leaders in 13 countries so far, and more than 90 million patients trust us every month. Almost 300,000 specialists believe in us and our product, and so do leading venture capital funds such as Point Nine Capital, Goldman Sachs Asset Management and One Peak Partners. And yet, employing over 2,700 people all over the globe, we managed to keep the startup mindset we started with over 10 years ago.Job DescriptionWhat would you be doing with us?During the past few years, our company has grown rapidly 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 arisen to further develop the insights provided in real-time to the different countries, specifically directed at actions and strategies based on prescriptive and predictive analysis.To do this, we are:Working to improve the overall efficiency of tools and systems to provide a great experience to both users and customers.Improving cross-collaboration between departments, as tools functions are crucial for every part of the operation on a daily basis.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.QualificationsWhat will help you succeed?Have 2 years or more of experience in tools administration, ideally in a startup environment.Have great communication skills as you will be a part of a global team.Be proactive and curious.Be skilled with systems and people equally.Know Excel like a pro.SQL and Python are a plus.Experience with Salesforce and Talkdesk would be a plus.Knowledge of ARS (Amazon Redshift).Have a strong ability to learn new tools and skills.Possess a problem-solving mindset.Additional InformationWhat 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.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.
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