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Technical Support Specialist - Remote NA

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Aircall

1mo ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • United States
    Remote
  • Quick Apply

AI generated summary

  • You need strong problem-solving skills, SaaS or telecom experience, a grasp of telephony routing, knowledge of OSI, ITIL, and ticket systems, plus empathy and organizational abilities.
  • You will address escalated technical issues, train support teams, document processes, collaborate with developers on resolutions, monitor metrics, and ensure customer satisfaction.

Requirements

  • Preferred experience:
  • Strong problem-solving, decision-making, and critical-thinking skills
  • You are 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
  • Soft skills:
  • 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
  • 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, notably JIRA
  • Foundational knowledge about Operating Systems (Windows, Mac OS, Android, iOS)
  • VoIP QoS, WAN & LAN
  • Soft Switch & SIP providers
  • WebRTC applications
  • IP protocols

Responsibilities

  • 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

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.

The phone system for modern business

Marketing & Advertising
Industry
501-1000
Employees
2014
Founded Year

Mission & Purpose

Aircall is the phone and communication platform, designed for sales and support teams. It is an entirely cloud-based voice solution, easy to use, reliable and integrated with all CRMs and critical business and conversational tools such as Salesforce, HubSpot, Intercom, Slack, Gong, and many others. Through a combination of its powerful software and dedicated people, Aircall helps SMBs drive productivity and turn customer and employee satisfaction into key growth drivers. Aircall has expanded its international footprint and currently has over 800 employees from 40 nationalities spread over 8 offices and was named one of Built In’s Best Places to Work. As part of the Deloitte Fast 500 list, Aircall achieved centaur status after securing over $100 million in annual recurring revenue earlier in 2022.

Culture & Values

  • Trust & Commit

    We trust each other and commit to our mutual success. We earn trust from our commitment.

  • Excellence

    We're aiming high, and we know it. Even the smallest details are important to us. We only want the best for each other and our customers.

  • Customer Obsession

    We evaluate every decision through the eyes of our customers. They're our "True North."

  • Dare to be Bold

    We're risk takers. Trying, succeeding, failing - and trying again - are essential to who we are as a team and company. Large actions lead to big success.

  • Thrive Together

    We learn from each other and grow from it. Our common journey is how we grow together and innovate,

Benefits

  • Medical Insurance

  • Competitive Salary

  • Flexible remote policy

  • Retirement Savings Plan

  • Fitness Fund

  • Commuter Benefits

  • Referral Bonus