Technical Support Specialist (L2 support) - EMEA

Job Description

Aircall is on a mission to revolutionize the business phone industry! We exist to empower every professional to have richer conversations. We provide an entirely cloud-based voice solution, which seamlessly integrates with popular productivity and helpdesk tools. We have raised more than $220 million since 2015, and our base of 12000+ customers (and growing) is at our forefront. Behind our product are the amazing teams driving it, split between Paris, New York, Sydney, Madrid, London, Berlin, Tel Aviv and remote locations. Despite our distance, we all work together to drive our product!

What you'll be doing :

• Handle technical and functional questions escalated by the Customer Relations Team
• Analyze, reproduce and report all the incidents reported by customers
• Test fixes deployed by developers with the QA Team
• Create and maintain internal documentation for recurrent issues
• Train the Customer Care Team about technical issues
• Work back and forth with the Level 1 team to train them on some specific problematics, and learn how the issues are escalated to the Level 2 team
• Work closely with QA Engineers to identify and mitigate risks in potential features, provide best practices to Customer Care Team
• Escalate feedback to Product & Tech teams in order to help improving our product

More about you :

• Aptitude for providing excellent customer service including clear communication, problem solving and technical writing skills in English (other European Language is an advantage)
• Possess good organizational skills and ability to manage multiple issues simultaneously within 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
• Aptitude to learn and support new products and systems (hardware & software)
• Motivation to learn by oneself and look for knowledge

Other required skills & experiences :

• Master or BcS in Software engineering
• Using and managing ticket-based enterprise workflow management systems, particularly JIRA and other Atlassian products
• Using various operating systems (Windows, Linux, OS X)
• IP Networking Concepts (TCP/IP, VLAN, FTP) and OSI model
• Ability to read, parse and manipulate various technical formats including XML, EDI and CSV
• Working knowledge of B2B technologies including AS2, SFTP and Web Services
• API knowledge and coding skills
• Knowledge of Postman & SOAPui
• Knowledge of HTTP errors
• Background writing in a scripting language a plus

We know that success comes from smart work and deserves to be recognized and rewarded We value people who are bold, ambitious, collaborative and customer-centric. We’re a global community growing together. If you love a good challenge, enjoy solving meaningful problems, and want to be a part of one of the fastest-growing B2B startups, then Aircall is the company you are looking for! Aircall offers a unique work environment and the chance to collaborate with diverse teammates across continents. We'll provide freedom and tools to allow you to thrive at your best, and foster an environment you can do it in. Why join us? 🚀 Key moment to join Aircall in term of growth and opportunities 💆‍♀️ Our people matter, work-life balance is important at Aircall 📚 Fast-learning environment, entrepreneurial and strong team spirit 🌍 45+ Nationalities: cosmopolite & multi-cultural mindset 💶 Competitive salary package & benefits (health coverage, lunch, commute, sports) DE&I Statement: At Aircall, we believe diversity, equity and inclusion, irrespective of origins, identity, background and orientations, are core to our Aircall journey. We promote active inclusion to foster a strong sense of belonging which is one of our main strengths as a business. We strive to assemble diverse people that can enrich and learn from each other . We pledge to make sure everyone not only has a seat at the table but is valued at the table -- providing equal opportunities to develop and thrive. We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open because we realize that we have work to do and much to learn. Apply for this job