FAQs
Do we support remote work?
Yes, this position is fully remote and can be based in the U.S.
What are the working hours for this role?
The working hours are from 9 AM to 6 PM EST or equivalent.
What type of background is preferred for this position?
Previous experience in a client-facing technical role for a SaaS or telecom business is preferred.
What skills are essential for the Technical Support Specialist role?
Strong problem-solving, decision-making, and critical-thinking skills are essential, as well as excellent customer service communication and technical writing skills.
Is there a focus on training within this role?
Yes, the Technical Support Specialist will assist in training the Frontline Support team on specific topics and improving the escalation process to the Technical Support team.
Are there opportunities for professional growth at Aircall?
Yes, Aircall is focused on growth and offers opportunities for employees to push themselves to new heights and develop their careers.
Do I need familiarity with specific software for this role?
Familiarity with ticket-based enterprise workflow management systems, specifically Zendesk and Atlassian products like JIRA, is preferred.
What type of technical knowledge is required for the position?
A basic understanding of telephony routing, foundational knowledge of the OSI model, and knowledge about Operating Systems (Windows, Mac OS, Android, iOS) are required.
Is Aircall committed to diversity and inclusion?
Yes, Aircall is strongly committed to hiring a diverse and multicultural team and fostering a culture of inclusion where everyone feels valued and respected.
What is the company's approach to work-life balance?
Work-life balance is important at Aircall, and the company values its employees’ well-being.