Technical Support Engineer
KustomerSalary not specified
- Full Time
- Entry Level & New Grad
Not SpecifiedCompensation
Entry Level & New GradExperience Level
Full TimeJob Type
UnknownVisa
Customer Service, Software & TechnologyIndustries
Requirements
Candidates should possess aptitude for understanding and providing excellent customer service, including clear communication, problem-solving, and technical writing skills in English; they should also have good organizational skills and the ability to manage multiple issues simultaneously within a fast-paced and changing environment; a positive self-starter attitude, willingness to dig into complex issues, the ability to take direction, and the capacity to work effectively within a team environment are required, as well as a willingness to consistently improve and try different approaches.
Responsibilities
The Technical Support Specialist will receive and respond to escalated Customer cases regarding technical and functional questions or issues; they will handle a variety of complex issues dealing with various platforms, operating systems, applications, integrations, inbound/outbound calling, caller ID, calling features, etc.; they will assist the Frontline Support team to train them on specific topics and improve how issues are escalated; they will create and maintain internal documentation, work closely with developers and product management colleagues to diagnose and resolve issues, mitigate risks in potential features, and bring best practices to the Customer Support Team; they will monitor Customer Support metrics to proactively identify trends and recurring issues, follow up with customers to ensure ongoing high levels of satisfaction, and take ownership with internal and external stakeholders to define and resolve systemic issues, suggesting product enhancements and workarounds. They will also recommend and support the implementation of process improvements.
Skills
Customer Support
Technical Troubleshooting
Platform Analysis
Operating Systems
Applications
Integrations
Inbound/Outbound Calling
Caller ID
Calling Features
Documentation
Collaboration
Training
Aircall
Cloud-based phone system for businesses
About Aircall
Aircall provides a cloud-based phone system that helps businesses manage their voice communications effectively. The platform includes features such as call monitoring, call routing, and the ability to sync data with other business tools like Customer Relationship Management (CRM) systems and helpdesks. It is designed for small to medium-sized businesses (SMBs) and enterprises that need a scalable solution for handling a high volume of calls. Aircall operates on a subscription-based model, where clients pay a recurring fee based on the number of users and features they need. This model allows for continuous updates and support. Additionally, Aircall has an app marketplace where third-party developers can create integrations, enhancing the platform's functionality and providing extra revenue opportunities. The goal of Aircall is to streamline communication for businesses and improve their operational efficiency.
Key Metrics
New York City, New YorkHeadquarters
2014Year Founded
$219.4MTotal Funding
SERIES_DCompany Stage
Consumer Software, Enterprise SoftwareIndustries
501-1,000Employees