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 guiding users. 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 weekday rest days. The schedule includes 8 hours of work daily, from 12:00 to 23:00, with a one-hour lunch break. 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 and excellent communication skills.

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

• Work closely with clients to identify, solve, escalate, and advise them on their questions and concerns
• 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

Preferred Qualifications

Other languages such as Spanish or French are a plus

Benefits

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