Customer Support Specialist

Summary

Join Aircall as a Customer Support Specialist and become a customer advocate, efficiently identifying and resolving technical issues, and guiding users through product features. You will collaborate with a global support team to ensure prompt issue resolution and high customer satisfaction. This role requires permanent residency in India and involves weekend work with weekdays off. Aircall offers a fast-paced, collaborative environment with opportunities for growth and learning within the company. The position requires experience in SaaS B2B customer support, fluency in English, and excellent communication skills. Aircall provides a competitive salary and benefits package.

Requirements

• Ideally 1 + year of experience in a SaaS B2B customer support role or transferable experience/skills
• Fluency in English is mandatory
• 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 environment
• Permanent location and legal residency in India

Responsibilities

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

Preferred Qualifications

Other languages such as Spanish or French are a plus

Benefits

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