Technical Support Specialist – Voice Quality

🕒 April 2

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Aircall

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

📡 Telecommunications

☁️ SaaS

🏢 Enterprise

💰 Venture Round on 2022-02

Telecommunications • SaaS • Enterprise

Aircall is a leading provider of cloud-based call center software, designed to streamline business phone communications for companies of all sizes. With innovative features like AI-powered conversation intelligence, smart call routing, and seamless integration with over 100 applications including major CRMs like Salesforce and HubSpot, Aircall enhances team productivity and customer interaction. The platform supports VoIP technology for virtual call center operations, eliminating the need for hardware and allowing for remote work. Trusted by over 19,000 companies worldwide, Aircall caters to various industries such as education, finance, and healthcare, offering a reliable and scalable solution for modern customer communication needs.

📋 Description

• Investigate and resolve complex telephony and network-related issues that impact our customers’ ability to make and receive calls through Aircall • Focus heavily on voice quality, VoIP troubleshooting, and telecom integrations • Collaborate across internal engineering teams and external carrier partners • Work closely with customers, support teams, and telecom providers to diagnose issues such as poor audio quality, call failures, reachability problems, and carrier-related routing issues • Support regional business hours, while collaborating with Aircall’s global support organization when additional coverage or expertise is required • Lead technical troubleshooting sessions with customers to investigate voice-quality and connectivity issues • Translate complex technical findings into clear explanations for customers and internal stakeholders

🎯 Requirements

• Experience supporting VoIP, telecom, or UCaaS platforms in a technical support or operations role • Strong understanding of VoIP and telephony concepts, including SIP signaling and call routing • Solid understanding of IP networking fundamentals (TCP/IP, NAT, VLANs, QoS, LAN/WAN) • Experience troubleshooting real-time communications issues such as poor audio quality, dropped calls, or call routing failures • Strong written and verbal communication skills in English • Ability to clearly explain complex technical issues to both technical and non-technical audiences • Strong organizational skills and the ability to manage multiple issues simultaneously in a fast-paced environment • Customer-focused mindset and strong problem-solving skills • Experience troubleshooting WebRTC-based communication platforms (preferred) • Experience working with telecom carriers or telephony providers (preferred)

🏖️ Benefits

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