Technical Support Specialist - Remote

Overview

Aircall is the world’s leading integrated customer communications and intelligence platform for growing businesses. Trusted by over 20,000 companies worldwide, Aircall unifies voice and digital channels into one seamless platform, offering one-click integrations with leading CRMs and over 100 business tools. With real-time, AI-powered insights and feedback, AI agents, and automation, we help sales and support teams save time on routine tasks, uncover opportunities, and deliver exceptional customer experiences.

In Short

• Receive and respond to escalated customer cases regarding technical and functional questions or issues.
• Handle complex issues dealing with various platforms and applications.
• Assist and train the Frontline Support team on specific topics.
• Work closely with developers and product management to 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.
• Join a diverse international team with a customer-focused approach.
• Thrive in a fast-paced, team-driven environment.
• Support the implementation of process improvements.

Requirements

• Excellent customer service and communication skills in English.
• Good organizational skills and ability to manage multiple issues.
• Positive self-starter willing to dig into complex issues.
• Empathetic and active listener.
• Aptitude to learn and support new products.
• Experience with telephony routing and basic understanding of the OSI model.
• Familiarity with ticket-based workflow management systems.
• Knowledge of Operating Systems and technical formats.
• Comfortable with SQL and CRM tools.
• Strong problem-solving and decision-making skills.

Benefits

• Work remotely from Portugal.
• Be part of a global team with diverse backgrounds.
• Opportunity to impact customer satisfaction directly.
• Continuous learning and improvement culture.
• Engage in collaborative and team-driven projects.