Customer Support Specialist

Summary

Join Aircall as a Customer Support Specialist and become a customer advocate, efficiently identifying and resolving issues, providing product education, and recommending technical solutions. You will work closely with the global support team, ensuring prompt issue resolution and high customer satisfaction. This role offers significant impact, teamwork in a fast-growing global environment, and growth opportunities within the company. Aircall prioritizes learning and development, providing numerous opportunities for career advancement. The ideal candidate possesses experience in SaaS B2B customer support, fluency in French and English, and strong communication and technical skills.

Requirements

• Ideally 1 + years of experience in a SaaS B2B customer support role or transferable experience/skills
• Fluency in French is mandatory
• Fluent in English is required
• 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
• 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
• Exhibit uncompromising empathy
• Ability to multi-task across different platforms and forms of communication
• Willingness to work with multiple teams in an international and multilingual remote/hybrid environment

Responsibilities

• Work closely with our clients to identify, solve, escalate and advise them on their questions and concerns
• Ensure that technical issues are addressed and resolved promptly to ensure customer satisfaction at all times
• Closely work with the global support team on a daily basis
• Efficiently identify, promoting product education, recommending technical solutions and guiding product users through features and functionalities

Benefits

• Competitive salary package & benefits
• Our people matter, work-life balance is important at Aircall
• Fast-learning environment, entrepreneurial and strong team spirit