Customer Support Specialist

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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

• Receive and respond to escalated customer cases regarding technical and functional questions or issues • Handle complex issues involving platforms, operating systems, applications, integrations, inbound/outbound calling, caller ID, and calling features • Analyze and reproduce issues and participate in their resolution • Train Frontline Support and Customer Support teams on specific topics • Improve issue escalation processes and create and maintain internal documentation • Collaborate with developers and product management to diagnose, understand, and resolve issues • Mitigate risks in potential features and bring best practices to the Customer Support Team • Own systemic issues with internal and external stakeholders and suggest product enhancements and workarounds • Recommend and support process improvements • Monitor Customer Support metrics to identify trends and recurring issues • Follow up with customers to ensure high levels of satisfaction

🎯 Requirements

• Clear communication, problem-solving, and technical writing skills in English • Other languages are a plus • Good organizational skills • Ability to manage multiple issues simultaneously in a fast-paced, changing environment • Positive self-starter willing to investigate complex issues • Ability to take direction and work within a team environment • Willingness to continuously improve and try different approaches • Empathetic and active listening skills • Ability to understand situations from others’ viewpoints • Aptitude to learn and support new products and features • Motivation to self-learn and seek knowledge

🏖️ Benefits

• Work-life balance • Fast-learning environment • Entrepreneurial and strong team spirit • Cosmopolitan and multi-cultural mindset • Competitive salary package & benefits • Opportunities for growth and development • Equal opportunities to develop and thrive