Aircall Customer Support Specialist advocates for customers by identifying issues, recommending solutions, and guiding users through product features. Works closely with global support team to resolve technical issues promptly.
Responsibilities
Impact: You’ll work closely with our clients to identify, solve, escalate and advise them on their questions and concerns. Our customers are people, not accounts. Day to day, your interactions with our customers directly impact their ability to run their teams efficiently. You serve as their advocate at Aircall.
Teamwork: Aircall is a fast-growing, global team of ambitious, passionate, and dedicated professionals all here to work towards a common goal. You can expect a great deal of support, transparency, and collaboration on a daily basis. There is an amazing opportunity to learn from some of the best people in the industry.
Growth Opportunity: Frontline Support is a front-row seat at all things in Aircall. Members of our team have successfully transitioned to, Client Services (Onboarding, CSM, etc.), Engineering, Product, and various other roles within the organization.
Learning: Aircall strongly encourages learning opportunities for our teammates in an effort to develop individual careers and simultaneously support our clients. As Aircall’s business continues to grow, you will find many opportunities to continue learning and developing in your role and beyond.
Qualification
Fluency in English is mandatoryExhibit uncompromising empathySpanish language skills
Required
Ideally 1+ year of experience in a SaaS B2B customer support role or transferable experience/skills
Fluency in English is mandatory. Spanish is a plus
Excellent written and verbal communication skills
Familiar with ticketing tools and systems
An understanding of how CRMs systems work
Strong understanding of basic computer skills
Hands-on experience using AI assistants to troubleshoot and work more efficiently to deliver better customer experiences
Ability to collaborate with AI tools in your daily workflow: knowing how to prompt well, and when to double-check the answer
Technical aptitude (ability to understand and explain technical concepts to customers and other internal stakeholders)
A curiosity to understand and troubleshoot complex customer inquiries
Strong sense of time management and prioritization of work
