Technical Support Specialist

9 hours, 32 minutes ago
Full-time
Mid Level
Customer and Technical Support
Airtable

Airtable

Airtable is a low-code platform for building next-gen apps, organizing data, and streamlining workflows with AI. It combines the speed of a spreadsheet with the power of a database, offering collaborative features and templates for various needs.

IT Services
1K-5K
Founded 2012
$1400M raised

Description

  • Respond to customer inquiries and provide expert troubleshooting across multiple channels (email, video calls).
  • Deliver a world-class customer experience by actively listening, empathizing, and resolving issues in a timely manner.
  • Collaborate with product, engineering, and other cross-functional teams to resolve issues and relay customer feedback for product and support improvements.
  • Escalate complex technical issues to senior technical teams or relevant stakeholders and ensure smooth handoffs and timely resolution.
  • Accurately document all customer interactions and technical issues in Salesforce and track trends to identify product or process improvements.
  • Create and update knowledge base articles and other support resources based on customer interactions and recurring issues.
  • Stay up to date on new Airtable features and product updates and educate customers on best practices to optimize their workflows.

Requirements

  • Experience using Airtable personally or professionally.
  • Prior experience in an enterprise-focused technical support role, preferably within a B2B tech environment.
  • Excellent written and verbal communication skills with the ability to tailor messaging to varied audiences.
  • Strong analytical skills, technical aptitude, and enjoyment of solving complex problems.
  • Comfortable working across multiple support channels (email, video calls) and managing escalations.
  • Experience with tools such as Salesforce, Confluence, and G Suite.
  • Self-driven, curious, and motivated to continuously learn and exceed performance expectations.
  • Familiarity with relational database concepts, REST APIs, and writing formulas is a plus.

Benefits

  • NHS coverage plus supplemental insurance fully covered for employees (dependents covered at 85%).
  • Competitive pension scheme, life insurance, paid leave, and sick leave.
  • Complimentary mental health support via Modern Health.
  • Family planning support via Carrot (fertility, adoption, and surrogacy).
  • Flexible and generous time off and sick time benefits.
  • Transportation and commuter benefits.
  • Monthly "Lifestyle Wallet" for fitness, pet care, nutrition coaching, and other wellness expenses.
  • Supplemental reimbursement for gender affirmation procedures and access to legal services online tools.

Interested in this position?

Apply directly on the company website

Apply Now

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