Technical Support Specialist - Remote

Overview

Aircall is a place where voices are valued. We create technology that fuels accessible, transparent and collaborative communication to empower our base of 20,000+ customers to make authentic, human connections.

In Short

• Receive and respond to escalated customer cases regarding technical and functional questions or issues.
• Handle complex issues dealing with various platforms, operating systems, applications, and integrations.
• Assist the Frontline Support team and train them on specific topics.
• Work closely with developers and product management to diagnose and resolve issues.
• Take ownership with stakeholders to define and resolve systemic issues.
• Monitor Customer Support metrics to identify trends and recurring issues.
• Provide white-glove service and support to customers.
• Be part of an international team with diverse backgrounds.
• Work in a 24/5 business model across various time zones.
• Contribute to the improvement of internal documentation.

Requirements

• Excellent customer service skills including clear communication and problem-solving.
• Good organizational skills and ability to manage multiple issues simultaneously.
• Positive self-starter willing to dig into complex issues.
• Empathetic and active listener.
• Aptitude to learn and support new products and features.
• Basic understanding of telephony routing and the OSI model.
• Experience with ticket-based enterprise workflow management systems.
• Familiarity with logging and reporting tools.
• API knowledge and comfort with SQL.
• Experience with CRM tools.

Benefits

• Join a customer-focused and highly motivated team.
• Work in a diverse and international environment.
• Opportunity to impact customer satisfaction directly.
• Engage in a follow-the-sun model for support.
• Continuous learning and improvement opportunities.