Technical Support Specialist

Job Description

Aircall is a place where voices are valued. Backed by over $220 million of investment since 2015, we create technology that fuels accessible, transparent and collaborative communication to empower our base of 12,000+ customers (and growing) to make authentic, human connections. Conversation is a cornerstone of our culture. Wherever our people find themselves in the Aircall world – Paris, New York, Sydney, Madrid, London, Berlin, Tel Aviv, or at home – everyone has a voice that is valued. Whatever your background, wherever you’re from – we want you to join the conversation. Let’s talk. Aircall is looking for a T echnical Support Specialist to help us bring our support department to the next level and provide the very best care to our customers 🤗 You’ll work closely with our awesome Global Support Team, Tech Teams and QA teams (New York & Paris) to efficiently identify, solve, escalate and advise our customer’s on their questions and concerns. **This position is based in the Central Business District in Sydney** - it is a hybrid role. It requires full working rights in Australia as we are not able to sponsor for now.

Your mission @ Aircall 🚀

• Handle technical and functional questions escalated by the Customer Relations Team
• Analyse, 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 L1 team to train them on some specific problematics, and learn how the issues are escalated to the L2 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

A lil more about you 😁

• Qualifications:
• Ability to providing excellent customer service including clear communication, problem solving and technical writing skills
• Possess good organisational skills and the 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 autonomously and proactively obtain knowledge
• Good communication and collaboration skills
• Autonomy in your work
• A self starter
• Hard skills:
• Experience using and managing ticket-based enterprise workflow management systems, particularly JIRA and other Atlassian products.
• 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: Postman & SOAPui HTTP errors
• Background writing in a scripting language a plus
• Preferred experience:
• Master or BcS in Software engineering
• 3 years of experience as a Tech Support Engineer in a tech company
• Familiarity with Ruby & React languages
• Familiarity with SQL
• Experience with CRM tools such as Salesforce, Hubspot, Pipedrive, Zoho, Freshdesk, etc.

Don’t meet every single requirement? At Aircall, diversity, equity and inclusion are core to our journey. Whatever your background, wherever you’re from, however you work best, we will celebrate what makes you, you 🤗 So if you’re interested in this role, but your skills & experience aren't a perfect match, we encourage you to apply anyway! At Aircall, we look for potential more than the 'perfect resume'. You might be a great fit for this or other roles, now or in the future. Join a team that values you for being you. Make the right call. 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 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