Aircall

Aircall

Aircall provides a cloud-based business phone and communication platform designed for high-performing teams, enabling them to set up call centers and seamlessly integrate with CRM and helpdesk software to enhance productivity and customer experience.

Internet Software & Services
51-250
Founded 2014
$226M raised

Description

  • Receive and respond to escalated customer cases related to technical and functional issues.
  • Analyze, reproduce, and help resolve complex problems across platforms, operating systems, applications, integrations, and calling features.
  • Support and train the frontline and customer support teams on specific topics and escalation practices.
  • Create and maintain internal documentation for support processes and technical knowledge.
  • Collaborate with developers, product managers, success, onboarding, and sales teams to diagnose and resolve issues.
  • Identify systemic issues, propose product enhancements or workarounds, and support process improvements.
  • Monitor customer support metrics to identify trends and recurring issues proactively.
  • Follow up with customers to maintain high levels of satisfaction.

Requirements

  • Strong customer service skills, including clear communication, problem solving, and technical writing in English; other languages are a plus.
  • Good organizational skills and the ability to manage multiple issues simultaneously in a fast-paced environment.
  • A self-starter mindset with the ability to work well in a team and take direction.
  • Willingness to learn continuously, improve approaches, and seek knowledge independently.
  • Empathy and active listening skills with the ability to understand others’ perspectives.
  • Basic understanding of telephony routing, including IVR, ACD, and DTMF.
  • Foundational understanding of the OSI model and operating systems including Windows, Mac OS, Android, and iOS.
  • Experience with ticket-based enterprise workflow systems and ITIL concepts, with familiarity with Zendesk and Atlassian tools such as Jira.
  • Ability to read, parse, and manipulate technical formats such as XML, EDI, and CSV.
  • Familiarity with DataDog, Looker, Postman, SOAPui, webhooks, browser developer consoles, HTML, SQL, and CRM tools such as Salesforce, HubSpot, or Zoho.
  • Preferred experience in a client-facing technical role within a SaaS or telecom business.
  • Comfort working in remote or hybrid environments and in a multitasking, process-oriented setting.

Benefits

  • Competitive salary package and benefits.
  • Health coverage.
  • Lunch benefit.
  • Commute benefit.
  • Sports benefit.
  • Work-life balance focus.
  • Fast-learning, entrepreneurial environment with strong team spirit.
  • Opportunity to join a company during a major growth phase.

Interested in this position?

Apply directly on the company website

Apply Now

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