Junior System Administrator (Call center - Sprinklr Platform)

Description du poste:

What Is Exoticca?
Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. At the core of Exoticca's brand equity is the commitment to "creating life milestones." We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet.

We are a professional, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.

What do we do?
We're looking for motivated customer service professionals to join our team as "Junior System Administrator" at one of today's fastest-growing travel companies. You'll help manage the contact center's core systems and support user management.

What will you do?
* Assist in managing the contact center platform, helping ensure it's properly configured and working, including customer contact channels such as IVR, email, chatbot, live chat, and the contact form.
* Support the configuration and maintenance of the knowledge base.
* Help ensure WFM system integration.
* Assist in omni-channel configuration across platforms including CRM and order management.
* Receive and help assess system change requests from various stakeholders.
* Support IVR system configurations, including messaging and routing.
* Work together with Operations and Data Insights to suggest simple configuration improvements.
* Assist in managing telecommunications infrastructure including local rate, toll-free, and international direct dial network numbers.
* Participate in regular "mystery calls" to ensure the system works as expected.
* Help manage user access rights for new hires and leavers across contact center systems.
* Support email distribution list changes for new hires and leavers.
* Act as a support contact for the contact center platform and escalate issues as needed.

* Competitive compensation package in line with job responsibilities and experience.
* Additionally, we propose the use of flexible compensation management for diet, transportation, private health insurance with Cobee.
* Offices in Barcelona city.
* Permanent contract from the start.
* Travel packages at reduced prices!
* Referral bonus, if you bring people as talented as you.
* Unlimited coffee, team lunches, English lesson, bi-anual company parties.
* And last but not least, becoming part of a fun and motivated multicultural team at an agile and rapid growing organization!

Join Exoticca and play a pivotal role in creating life milestones through unforgettable travel experiences! This is your opportunity to shape the future of a dynamic and innovative travel brand on a global scale.

Exoticca is an equal-opportunity employer. Diversity and inclusion are at our core. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected by European, national, or local laws

Profil requis du candidat:

Previous Experience:
* Some experience or internships in managing or supporting contact center platforms is a plus, but not required.
Linguistic Skills:
* B2/C1 level English (verbal, reading, writing) preferred.
Technical Knowledge:
* Familiarity with Sprinklr or similar platforms, including basic understanding of IVR, case management, email, chatbots, and assisted chat is a plus.
Education:
* Bachelor's degree in IT, engineering, or a related field is a plus but not required.
Essential Skills:
* Motivated, eager to learn, and able to manage tasks with guidance