Technical 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 escalate Customer cases regarding technical and functional questions or issues; • Handle a variety of complex issues dealing with various platforms, operating systems, applications, integrations, inbound/outbound calling, caller ID, calling features, etc. Analyze, reproduce, and be part of the resolution; • Assist the Frontline Support team to train them on some specific topics, and improve how the issues are escalated to the Technical Support team. Train the Customer Support Team about relevant subjects. Create and maintain internal documentation; • Work closely with developers and product management colleagues to diagnose, understand, and resolve issues. Mitigate risks in potential features, and bring best practices to the Customer Support Team; • Take ownership with internal and external stakeholders to define and resolve systemic issues, and suggest product enhancements and eventual workarounds. Recommend and support the implementation of process improvements; • Monitor Customer Support metrics to proactively identify trends and recurring issues. Follow up with customers to ensure ongoing high levels of satisfaction

🎯 Requirements

• Aptitude for understanding providing excellent customer service including clear communication, problem solving and technical writing skills in English (Other Languages are a plus); • Possess good organizational skills and the ability to manage multiple issues simultaneously within a fast-paced and changing environment; • Positive self-starter, willing to dig into complex issues, able to take direction, and work within a team environment; • Willingness to consistently improve and try different approaches and perspectives; • Empathetic and active listener, with the ability to see each situation from someone else’s viewpoint; • Aptitude to learn and support new products and features; • Motivation to learn by yourself and seek knowledge.

🏖️ Benefits

• Competitive salary package & benefits • Work-life balance is important at Aircall • Fast-learning environment, entrepreneurial and strong team spirit