Technical Support Specialist (API/Webhooks Specialist) - Remote

Overview

The Technical Support Specialist will serve as a second point of contact for customers, addressing complex technical and operational inquiries, and providing support for Aircall's AI-powered customer communications platform.

In Short

• Join a customer-focused team as a Technical Support Specialist.
• Work remotely within the U.S. with a 9-6 pm EST schedule.
• Assist customers with technical and functional questions.
• Collaborate with various teams to provide high-quality support.
• Handle complex issues related to telephony and integrations.
• Train frontline support staff on escalated issues.
• Monitor customer support metrics for trends.
• Contribute to internal documentation and process improvements.
• Utilize tools like Zendesk and JIRA for issue management.
• Engage in continuous learning and skill enhancement.

Requirements

• Excellent communication and problem-solving skills.
• Ability to manage multiple issues in a fast-paced environment.
• Experience in a client-facing technical role.
• Familiarity with telephony concepts and API knowledge.
• Strong organizational skills and attention to detail.
• Empathy and active listening abilities.
• Motivation to learn and adapt.
• Basic understanding of SQL and technical formats.
• Experience with CRM tools like Salesforce.
• Comfortable working in remote environments.

Benefits

• Work in a dynamic and ambitious company.
• Opportunity for continuous learning and growth.
• Collaborative and diverse team environment.
• Impactful work with visible results.
• Flexible working hours across different time zones.