Technical Support Specialist - Remote

Overview

Aircall is the world’s leading integrated customer communications and intelligence platform for growing businesses. We are recruiting a Technical Support Specialist who will work remotely from India, providing support to customers by solving complex technical and operational questions.

In Short

• Work remotely from India as a Technical Support Specialist.
• Respond to escalated customer cases regarding technical issues.
• Assist in training the Frontline Support team and create internal documentation.
• Collaborate with developers and product management to resolve issues.
• Monitor customer support metrics to identify trends and recurring issues.
• Provide excellent customer service and problem-solving skills.
• Handle complex issues related to various platforms and integrations.
• Work in a fast-paced, team-driven environment.
• Possess strong organizational skills to manage multiple issues simultaneously.
• Thrive in a customer-focused and motivated team.

Requirements

• Excellent customer service and communication skills in English.
• Ability to manage multiple issues in a changing environment.
• Willingness to learn and support new products.
• Basic understanding of telephony routing and OSI model.
• Experience with ticket-based enterprise workflow management systems.
• Familiarity with logging and reporting tools.
• Comfortable with SQL and API knowledge.
• Previous experience in a client-facing technical role.
• Strong problem-solving and decision-making skills.
• Excellent written and verbal communication skills.

Benefits

• Opportunity to work in a global team with diverse backgrounds.
• Engaging and collaborative work environment.
• Chance to make a direct impact on customer satisfaction.
• Continuous learning and improvement opportunities.
• Work in a fast-paced and innovative company.