Technical Support Specialist - Remote from Portugal at Aircall

Portugal

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, Customer Support, TechnologyIndustries

Requirements

Aptitude for providing excellent customer service, including clear communication, problem-solving, and technical writing skills in English (other languages are a plus)
Good organizational skills and ability to manage multiple issues simultaneously in 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
Empathy

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 by training them on specific topics, improving issue escalation processes; train the Customer Support Team on relevant subjects and create/maintain internal documentation
Work closely with developers and product management 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 workarounds, and recommend/support process improvements
Monitor Customer Support metrics to proactively identify trends and recurring issues; follow up with customers to ensure high levels of satisfaction

Skills

Troubleshooting

Integrations

Operating Systems

Applications

Inbound Calling

Outbound Calling

Caller ID

Calling Features

CRM

Documentation

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.

New York City, New YorkHeadquarters

2014Year Founded

$219.4MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Food Allowance

Snacks & Drinks

Medical Insurance

Competitive Salary

Flexible remote policy

Retirement Savings Plan

Outings & Events

Fitness Fund

Commuter Benefits

Referral Bonus

Risks

Emerging AI-driven platforms may surpass Aircall's current feature set, threatening market share.

Economic downturns could reduce SMB spending on communication tools, impacting revenue.

Privacy regulations in the EU may increase compliance costs for Aircall.

Differentiation

Aircall offers seamless integration with CRM and helpdesk tools for efficient communication.

The platform supports multilingual capabilities, enhancing global reach and customer service.

Aircall's subscription model provides steady revenue and continuous updates for users.

Upsides

Growing demand for AI-driven customer service solutions aligns with Aircall's offerings.

The rise of remote work increases the need for cloud-based communication tools like Aircall.

Projected growth in cloud telephony services presents expansion opportunities for Aircall.

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