Technical Support Specialist

January 11

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Aircall

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Aircall is a leading provider of cloud-based call center software, designed to streamline business phone communications for companies of all sizes. With innovative features like AI-powered conversation intelligence, smart call routing, and seamless integration with over 100 applications including major CRMs like Salesforce and HubSpot, Aircall enhances team productivity and customer interaction. The platform supports VoIP technology for virtual call center operations, eliminating the need for hardware and allowing for remote work. Trusted by over 19,000 companies worldwide, Aircall caters to various industries such as education, finance, and healthcare, offering a reliable and scalable solution for modern customer communication needs.

Call center software • VoIP • Cloud • Business phone system • Customer Support

501 - 1000 employees

Founded 2014

📡 Telecommunications

☁️ SaaS

🏢 Enterprise

💰 Venture Round on 2022-02

📋 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. • Conversation is a cornerstone of our culture. Wherever our people find themselves in the Aircall world, everyone has a voice that is valued. • As a Technical Support Specialist, you will join a team that operates as a second point of contact for Aircall's customers across the globe. • You will work directly with them to help solve complex technical and operational questions. • Together with your team, you will provide white glove service and support. • This role can be based remotely in the U.S., with working hours of 9-6 pm est or equivalent.

🎯 Requirements

• Strong problem-solving, decision-making, and critical-thinking skills • Familiar with working in remote or 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 • Aptitude for understanding providing excellent customer service including clear communication, problem solving and technical writing skills in English (Other 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 else’s viewpoint • Aptitude to learn and support new products and features • Motivation to learn by yourself and seek knowledge • 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) • VoIP QoS, WAN & LAN • Soft Switch & SIP providers • WebRTC applications • IP protocols

🏖️ Benefits

• Key moment to join Aircall in terms 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