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Customer Support Specialist

1 month ago

India Aircall Full time
Job Description

Aircall is a place where voices are valued.

Backed by over $220 million of investment since 2015, we create technology that fuels accessible, transparent and collaborative communication to empower our base of 20,000+ customers (and growing) to make authentic, human connections.

Conversation is a cornerstone of our culture. Wherever our people find themselves in the Aircall world Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, Mexico City or at home everyone has a voice that is valued.

Whatever your background, wherever you're from we want you to join the conversation. Let's talk.

About the role :

As a Customer Support Specialist, you'll be an advocate for our customers and the heart of Aircall by efficiently identifying, promoting product education, recommending technical solutions and guiding product users through features and functionalities. This way, you'll also help other businesses achieve their goal. In doing so, you're a key player in growing Aircall.

You will closely work with the global support team on a daily basis to ensure that technical issues are addressed and resolved promptly to ensure customer satisfaction at all times.

This position requires permanent location and legal residency in India.

Your working schedule:

- You will be working both Saturdays and Sundays,
- Your 2 weekly resting days will be planned for weekdays (from Monday to Friday),
- Your working hours will be scheduled in a period of the day from 12:00 to 23:00, depending on Winter/Summer time (8 hours of active work per day, with a one-hour lunch break during the shift). If operational needs justify, slight variances may occur in the future.

Key responsibilities:

- Impact: You'll work closely with our clients to identify, solve, escalate and advise them on their questions and concerns. Our customers are people, not accounts. Day to day, your interactions with our customers directly impact their ability to run their teams efficiently. You serve as their advocate at Aircall.
- Teamwork: Aircall is a fast-growing, global team of ambitious, passionate, and dedicated professionals all here to work towards a common goal. You can expect a great deal of support, transparency, and collaboration on a daily basis. There is an amazing opportunity to learn from some of the best people in the industry.
- Growth Opportunity: Frontline Support is a front-row seat at all things in Aircall. Members of our team have successfully transitioned to, Client Services (Onboarding, CSM, etc.), Engineering, Product, and various other roles within the organization.
- Learning: Aircall strongly encourages learning opportunities for our teammates in an effort to develop individual careers and simultaneously support our clients. As Aircall's business continues to grow, you will find many opportunities to continue learning and developing in your role and beyond.

Qualifications :

- Ideally 1 + year of experience in a SaaS B2B customer support role or transferable experience/skills
- Fluency in English is mandatory. Other languages such as Spanish or French are a plus
- Excellent written and verbal communication skills
- Familiar with ticketing tools and systems
- An understanding of how CRMs systems work
- Strong understanding of basic computer skills
- Technical aptitude (ability to understand and explain technical concepts to customers and other internal stakeholders)
- A curiosity to understand and troubleshoot complex customer inquiries
- Strong sense of time management and prioritization of work
- Exhibit uncompromising empathy
- Ability to multi-task across different platforms and forms of communication
- Willingness to work with multiple teams in an international and multilingual remote environment

We know that success comes from smart work and deserves to be recognized and rewarded

We value people who are bold, ambitious, collaborative and customer-centric. We're a global community growing together.

If you love a good challenge, enjoy solving meaningful problems, and want to be a part of one of the fastest-growing B2B startups, then Aircall is the company you are looking for

Aircall offers a unique work environment and the chance to collaborate with diverse teammates across continents. We'll provide freedom and tools to allow you to thrive at your best, and foster an environment you can do it in.

Why join us

Key moment to join Aircall in term of growth and opportunities

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 & benefits (health coverage, lunch, commute, sports)

DE&I Statement:

At Aircall, we believe diversity, equity and inclusion, irrespective of origins, identity, background and orientations, are core to our Aircall journey.

We promote active inclusion to foster a strong sense of belonging which is one of our main strengths as a business. We strive to assemble diverse people that can enrich and learn from each other. We pledge to make sure everyone not only has a seat at the table but is valued at the table -- providing equal opportunities to develop and thrive.

We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open because we realize that we have work to do and much to learn.

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