Customer Support Specialist

Summary

Join Aircall as a Customer Support Specialist and become a customer advocate, efficiently identifying and resolving issues, promoting product education, and guiding users. You will collaborate with a global support team to ensure prompt issue resolution and high customer satisfaction. This role requires permanent location and legal residency in Portugal. Aircall offers a fast-growing, collaborative environment with opportunities for professional growth and development within the company. The position requires experience in SaaS B2B customer support, fluency in English and French, and excellent communication skills. Aircall provides a competitive salary and benefits package.

Requirements

• 1+ year of experience in a SaaS B2B customer support role or transferable experience/skills
• Fluency in English & French
• Excellent written and verbal communication skills
• Familiarity 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 environment
• Permanent location and legal residency in Portugal

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

Preferred Qualifications

Another European language

Benefits

Competitive salary package & benefits (health coverage, lunch, commute, sports)