Customer Support Specialist

Summary

Join Aircall as a Customer Support Specialist and become a vital advocate for our customers. You will efficiently identify and address customer needs, providing product education and technical solutions. Close collaboration with the global support team is essential 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, global environment with ample growth opportunities and a strong emphasis on teamwork and learning. We value bold, ambitious, and customer-centric individuals who thrive in challenging situations.

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)