Full-Time Technical Support Specialist

Aircall is a leading customer communication platform for growing businesses.

We're seeking a Technical Support Specialist to join our remote team in Portugal.

Key Responsibilities:

• Receive and respond to escalated customer cases regarding technical and functional issues.
• Handle complex issues across various platforms, systems, applications, integrations, calls, and features.
• Analyze, reproduce, and resolve issues.
• Assist the frontline support team in training and issue escalation.
• Train customer support teams on relevant topics.
• Create and maintain internal documentation.
• Collaborate with developers and product managers to diagnose and resolve issues.
• Mitigate risks and implement best practices.
• Take ownership with stakeholders to resolve systemic issues, suggest enhancements, and implement workarounds.
• Recommend and support process improvements.
• Monitor customer support metrics, identify trends, and resolve recurring issues.
• Follow up with customers to ensure high satisfaction.

Qualifications:

• Strong customer service skills, including communication, problem-solving, and technical writing.
• Excellent organizational skills and ability to manage multiple tasks simultaneously.
• Positive attitude, willingness to tackle complex issues, and ability to work in a team environment.
• Ability to learn and support new products and features.
• Basic understanding of telephony (IVR, ACD, DTMF).
• Foundational knowledge of the OSI model.
• Experience with ticket-based workflow management systems (e.g., Zendesk) and ITIL concepts.
• Familiarity with Atlassian products (e.g., Jira).
• Knowledge of operating systems (Windows, macOS, Android, iOS).
• Ability to read, parse, and manipulate technical formats (e.g., XML, EDI, CSV).
• Familiarity with logging tools (e.g., DataDog) and reporting tools (e.g., Looker).
• API knowledge (e.g., Postman, SOAPui, Webhooks).
• Basic understanding of HTML and browser developer tools.
• Familiarity with SQL.
• Experience with CRM tools (e.g., Salesforce, HubSpot).

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