Support Systems Specialist (Software)

TL;DR

Support Systems Specialist (Software): Driving the technical optimization of seller support infrastructure by managing and enhancing Intercom for ticket management and chatbot functionality. Focus on maximizing AI resolution rates and ensuring exceptional seller experience through innovative technical solutions and data-driven decisions.

Location: Swansea, GBR

Company

hirify.global’s Veeqo is Free Shipping and Inventory Management Software, allowing hirify.global sellers to manage orders across a range of ecommerce websites and marketplaces and purchases shipping labels with the lowest commercial rates from major shipping carriers.

What you will do

• Manage daily operations of Intercom ticket management system and chatbot infrastructure.
• Design and implement integrations between Intercom and third-party software solutions, building robust API connections.
• Develop SQL queries and reports to analyse support metrics, identify trends, and drive data-driven decisions.
• Collaborate with third-party suppliers to negotiate optimal outcomes for Veeqo support operations and evaluate new technologies.

Requirements

• Experience working with REST API based services, or experience troubleshooting and debugging technical systems.
• Knowledge of one or more scripting languages (e.g., Python, Ruby, Perl).
• Experience managing and negotiating contracts and vendor relationships.
• Experience in written and verbal communication skills to communicate with technical and non-technical audiences.
• Experience with customer support platforms, preferably Intercom.

Nice to have

• Bachelor's degree in computer science or equivalent.
• Understanding of AI/ML concepts and chatbot optimization.

Culture & Benefits

• Transparent, collaborative organization that values driven, adaptable team members.
• Prioritizes a healthy work-life balance, caring about your personal life, family, and interests outside of work.
• Relaxed and welcoming atmosphere (and is dog-friendly!).
• Organizes monthly social events for the team to help bond and enjoy each other's company in a more casual setting.