Technical Support Specialist

???? Description

• Receive and respond to escalated customer cases on technical and functional issues.
• Handle complex issues across platforms, OS, apps, integrations, and calling features.
• Train frontline support; improve escalation to Tech Support; document processes.
• Collaborate with developers and PMs to diagnose and resolve issues; share best practices.
• Own systemic issues with stakeholders; propose enhancements and workarounds.
• Monitor metrics to identify trends and recurring issues; follow up to ensure satisfaction.

???? Requirements

• Excellent customer service, clear communication, problem-solving, and English writing.
• Strong organizational skills; able to manage multiple issues in a fast-paced environment.
• Self-starter; digs into complex issues; works well in a team.
• Willing to continuously improve and try different approaches.
• Empathetic, active listener; see situations from others’ perspective.
• Able to learn and support new products and features.
• Motivation to learn independently and seek knowledge.

???? Benefits

• Health coverage, lunch, commute, and sports benefits
• Work-life balance and supportive culture
• Fast-learning environment with strong team spirit
• Diversity, equity and inclusion at Aircall

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