Full-Time Technical Support Specialist US

Aircall is a place where voices are valued.

About the role: As a Technical Support Specialist, you'll join a team that operates as a second point of contact for Aircall's customers globally. You'll work directly with them to resolve complex technical and operational issues.

Key Responsibilities:

• Receive and respond to escalated customer cases.
• Handle complex issues related to platforms, operating systems, applications, integrations, and calling features.
• Analyze, reproduce, and assist in resolving issues.
• Train frontline support teams.
• Create and maintain internal documentation.
• Work with developers and product managers to diagnose and resolve issues.
• Mitigate risks in potential features and implement best practices.
• Take ownership of issues with internal and external stakeholders.
• Suggest product enhancements and workarounds.
• Monitor customer support metrics and proactively identify trends.
• Follow up with customers to ensure satisfaction.

Qualifications:

• Strong problem-solving, decision-making, and critical-thinking skills.
• Experience in a client-facing technical role (SaaS or telecom).
• Ability to explain complex ideas clearly.
• Multitasking skills and process orientation.
• Excellent communication, problem-solving, and technical writing skills in English (other languages a plus).
• Organizational skills to manage multiple issues simultaneously.
• Ability to learn and support new products and features.
• Understanding of telephony routing (IVR, ACD, DTMF).
• Knowledge of the OSI model.
• Experience with ticket-based workflow management systems (e.g., Zendesk, Jira).
• Foundational knowledge of Operating Systems (Windows, macOS, Android, iOS).
• Knowledge of VoIP QoS, WAN, LAN, soft switches, SIP providers, WebRTC, and IP protocols.

Key traits: Coachable, resilient, solution-oriented, fun-loving.

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