Customer Support Systems Manager
Full-time (4 days, 35h/week)
Linz, Austria
Your territory
* Help create a tools strategy for our Customer Relationship Management tooling (Zendesk)
* Configure and maintain omnichannel routing and AI features for efficient ticket distribution and automated responses
* Update and maintain help center themes, improve self-service flows to reduce overall ticket volume while boosting customer satisfaction
* Develop and maintain procedural and technical system documentation, troubleshooting guides, and self-service resources for internal stakeholders
* Administrate our tools on a daily basis, including but not limited to managing a multiple user setup, profiles and roles, customization of forms, fields, views, triggers, and other business rules
* Perform customization of fields, forms, views, business rules, workflows, email notifications, approval processes, reports, and dashboards
* Implement and support new system rollouts, as well as all required maintenance and upgrades in addition to recommendations for process improvements
* Be responsible for overall data quality in our Customer Relationship Management tooling (Zendesk)
* Troubleshoot and provide solutions for technical issues and escalations
* Provide new user accounts and manage licenses and permissions
* Assist in the training of new and current users
* Assist in data imports, exports, and updates while utilizing Explore and other tools, such as Tableau
* Work cross-functionally with teams and stakeholders
* Bring in your fresh ideas to make Tractive better - you’ll never hear the phrase “...because that’s how we’ve always done things”
* Continuously grow personally and professionally, take ownership of areas that show your potential, and attend workshops which help you get to the next level
Your profile
* 3-5 years as a tool administrator
* Experience with demonstration of deep knowledge and strong understanding of the platform
* Practical, hands‑on experience leading or contributing to AI‑driven initiatives, with a clear understanding of how to apply AI to solve business challenges
* Experience with Zendesk Guide, Zendesk API integrations and best practices is a plus
* Strong data management abilities
* Proven ability to design and implement new processes and facilitate user adoption
* Internal & external facing experience with large multifaceted projects
* International business experience is a plus
* Experience with programming languages such as SQL, JavaScript, HTML, Java and Apex is a plus
* Very good English skills
* Valid Austrian work‑permit
Does this sound like you?
* Ability to meet deadlines, handle, and prioritize simultaneous requests
* Ready and willing to take ownership and act independently and decisively
* Excited to work in Austria alongside an outstanding team
Salary range
Just so you know what to expect: For this position, we offer a competitive overpayment based on qualification and experience. Annual gross salary starts at € 50.000 full-time - at Tractive that means a 4-day work week with a 3-day weekend. If you bring relevant experience in many of the fields of responsibility, the salary will be considerably higher.
Benefits
* 4 Day Work Week
* Hybrid Setup
* Flexible Schedule
* Pawternity Leave
* International Team
* Wellness Bonus
* ½ Price Public Transport
* Online Learning Budget
* Relocation Support
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