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Technical Support
1 month ago
What you'll do:
Receive and respond to escalated Customer cases regarding technical and functional questions or issues Handle a variety of complex issues dealing with various platforms, operating systems, applications, integrations, inbound / outbound calling, caller ID, calling features, etc. Analyze, reproduce, and be part of the resolution Assist the Frontline Support team to train them on some specific topics, and improve how the issues are escalated to the Technical Support team. Train the Customer Support Team about relevant subjects. Create and maintain internal documentation Work closely with developers and product management colleagues to diagnose, understand and resolve issues . Mitigate risks in potential features, and bring best practices to the Customer Support Team Take ownership with internal and external stakeholders to define and resolve systemic issues, suggest product enhancements and eventual workarounds. Recommend and support the implementation of process improvements Monitor Customer Support metrics to proactively identify trends and recurring issues. Follow up with customers to ensure ongoing high levels of satisfaction
What you'll bring:
Min. 2/3 years experience as a Technical Support Specialist in a tech/product company. Strong problem-solving, decision-making, and critical-thinking skills You are familiar with working in hybrid environments Previous experience in a client-facing technical role for a SaaS or telecom business Ability to convey complex ideas in layman's terms Comfortable multitasking in a fast-paced environment; familiar with organizing workflows and be process oriented Committed, ambitious, team player, and outcome oriented Hard skills: Basic understanding of telephony routing, including IVR, ACD, DTMF Foundational understanding of the OSI model Experience using and managing ticket-based enterprise workflow management systems , applying ITIL concepts. Familiarity with Zendesk and Atlassian products, notability JIRA Foundational knowledge about Operating Systems (Windows, Mac OS, Android, iOS) Ability to read, parse and manipulate various technical formats including XML, EDI and CSV Familiarity with logging tools such as DataDog Familiarity with reporting tools such as Looker API knowledge, using Postman, SOAPui and Webhooks Browser developer console troubleshooting and basic understanding of HTML Comfortable with SQL Experience with CRM tools such as Salesforce, Hubspot, Zoho, etc. Soft skills: Aptitude for understanding providing excellent customer service including clear communication, problem solving and technical writing skills in English (Spanish or French Languages are a plus) Good organizational skills and the ability to manage multiple issues simultaneously within a fast paced and changing environment Positive self-starter, willing to dig into complex issues, able to take direction, and work within a team environment Willingness to consistently improve and try different approaches and perspectives Empathetic and active listener , with the ability to see each situation from someone elses viewpoint Aptitude to learn and support new products and features Motivation to learn by yourself and seek knowledge Aircall is constantly moving forward. Were building new roads to complete our journey, and were taking people with us who have the same builder mentality.Lets grow together: Aircall is a place for those who dare to be bold and seek responsibility, excellence, and the opportunity to push themselves to new heights.Were creating a place where great people trust one another and thrive together.People flourish at Aircall and now is the time to be part of the team and the journey were on. Why join us? Key moment to join Aircall in terms of growth and opportunities️ Our people matter, work-life balance is important at Aircall Fast-learning environment, entrepreneurial and strong team spirit 45+ Nationalities: cosmopolite & multi-cultural mindset Competitive salary package & benefitsDE&I Statement: At Aircall, we believe diversity, equity and inclusion irrespective of origins, identity, background and orientations are core to our journey. We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. Were working to create a place filled with diverse people who can enrich and learn from one another. Were committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive. We are strongly committed to hiring a diverse and multicultural team and we encourage applications from traditionally underrepresented backgrounds.
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