Customer Support Specialist, English, Italian

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Aircall

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

📡 Telecommunications

☁️ SaaS

🤝 B2B

💰 Venture Round - Aircall on 2022-02

Telecommunications • SaaS • B2B

Aircall is a cloud-based phone system and call center software provider that offers VoIP telephony, call routing, analytics, and integrations with CRMs and helpdesk tools. It is designed for sales and customer support teams to manage inbound and outbound voice communication at scale, with features like shared call inboxes, team collaboration, IVR, call recording, and performance reporting. Aircall is positioned as a B2B SaaS telecommunications solution for small to enterprise organizations looking to replace legacy PBX systems or enable distributed remote teams with modern cloud telephony.

📋 Description

• Support Aircall customers across different channels, helping them resolve product, account and technical questions • Investigate customer issues, identify root causes and provide clear and effective solutions • Guide customers through Aircall features, functionalities and best practices • Troubleshoot issues related to calling, users, numbers, integrations and general product configuration • Escalate complex technical cases to appropriate internal teams while ensuring clear communication and follow-up • Own customer cases from initial contact through resolution, providing a high-quality and empathetic customer experience • Collaborate with Technical Support, Product, Engineering and Customer Success • Identify recurring customer pain points and share feedback to improve the product, processes and documentation • Contribute to the internal knowledge base and help the wider Support team improve • Manage and prioritize multiple customer requests while meeting service and quality standards

🎯 Requirements

• Fluency in English and Italian is mandatory (C1/C2 or native-level) • Ideally 1+ year of experience in Customer Support, preferably in a SaaS, B2B or technology environment • Excellent written and verbal communication skills • Strong customer orientation and ability to communicate with empathy, patience and clarity • Comfortable working with ticketing and customer support tools • Familiarity with CRM systems and SaaS products is a plus • Good technical aptitude and curiosity about software products • Strong problem-solving and troubleshooting skills • Ability to prioritize, manage time effectively and handle multiple customer conversations simultaneously • Comfortable working independently in a remote environment while collaborating with an international team • Curiosity, adaptability and willingness to continuously learn • Additional European languages are a plus

🏖️ Benefits

• Work-life balance • Fast-learning environment • Entrepreneurial and strong team spirit • Cosmopolite and multicultural mindset • Competitive salary package and benefits • Growth and career opportunities