Aircall

1 month ago

Technical Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 day agoStatus: Live

Job Summary

Technical Support Specialist who will work remotely from Portugal to assist Aircall customers worldwide by resolving complex technical and operational questions, collaborating with Success, Engineering, Product, and Onboarding teams, and helping train front-line staff while driving product improvements and documentation.

Location: Portugal

Workplace: Remote

Employment Type: Full time · Permanent

Job Function: IT Support & Helpdesk

Key Responsibilities

•Receive and respond to escalate Customer cases regarding technical and functional questions or issues; analyze, reproduce, and be part of the resolution.
•Work 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.
•Assist the Frontline Support team to train them on specific topics, and improve how issues are escalated; train the Customer Support Team about relevant subjects; create and maintain internal documentation.
•Take ownership with internal and external stakeholders to define and resolve systemic issues, and suggest product enhancements and eventual workarounds; 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.

Key Requirements

•Aptitude for understanding providing excellent customer service including clear communication, problem solving and technical writing skills in English (Other Languages are a plus).
•Possess 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 else’s viewpoint.

Experience:SaaSTelecom

Skills:CommunicationProblem-solvingEmpathyTrainingOrganization

Languages:English

Tech Stack:ZendeskJIRASalesforceHubspotLookerDataDogPostmanSOAPUIWebhooksSQLXMLHTML

Company Brief

Aircall

Provides a cloud-based phone system and call center platform for businesses, offering VoIP, call routing, analytics, integrations with CRM and helpdesk tools to support sales and customer support teams.

Industry: Telecommunications

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: Paris, France

Founded: 2014

Website LinkedIn

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Aircall

1 month ago

Technical Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 day agoStatus: Live

Job Summary

Location: Portugal

Workplace: Remote

Employment Type: Full time · Permanent

Job Function: IT Support & Helpdesk

Key Responsibilities

•Receive and respond to escalate Customer cases regarding technical and functional questions or issues; analyze, reproduce, and be part of the resolution.
•Work 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.
•Assist the Frontline Support team to train them on specific topics, and improve how issues are escalated; train the Customer Support Team about relevant subjects; create and maintain internal documentation.
•Take ownership with internal and external stakeholders to define and resolve systemic issues, and suggest product enhancements and eventual workarounds; 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.

Key Requirements

•Aptitude for understanding providing excellent customer service including clear communication, problem solving and technical writing skills in English (Other Languages are a plus).
•Possess 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 else’s viewpoint.

Experience:SaaSTelecom

Skills:CommunicationProblem-solvingEmpathyTrainingOrganization

Languages:English

Tech Stack:ZendeskJIRASalesforceHubspotLookerDataDogPostmanSOAPUIWebhooksSQLXMLHTML

Company Brief

Aircall

Industry: Telecommunications

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: Paris, France

Founded: 2014

Website LinkedIn