Customer Support Specialist

Summary

Join Aircall as a Customer Support Specialist and become a customer advocate, efficiently identifying and resolving customer issues, promoting product education, and recommending technical solutions. You will work closely with the global support team to ensure prompt resolution of technical issues and maintain high customer satisfaction. This role requires permanent location and legal residency in India, working Saturdays and Sundays with weekdays off, and a schedule between 12:00 and 23:00 (8 hours of active work). You will impact customer success directly, collaborate with a global team, and have opportunities for professional growth within Aircall. The position offers a fast-paced, learning-focused environment with a strong team spirit and competitive benefits.

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

Responsibilities

• Impact: You’ll work closely with our clients to identify, solve, escalate and advise them on their questions and concerns. Our customers are people, not accounts. Day to day, your interactions with our customers directly impact their ability to run their teams efficiently. You serve as their advocate at Aircall
• Teamwork: Aircall is a fast-growing, global team of ambitious, passionate, and dedicated professionals all here to work towards a common goal. You can expect a great deal of support, transparency, and collaboration on a daily basis. There is an amazing opportunity to learn from some of the best people in the industry
• Growth Opportunity: Frontline Support is a front-row seat at all things in Aircall. Members of our team have successfully transitioned to, Client Services (Onboarding, CSM, etc.), Engineering, Product, and various other roles within the organization
• Learning: Aircall strongly encourages learning opportunities for our teammates in an effort to develop individual careers and simultaneously support our clients. As Aircall’s business continues to grow, you will find many opportunities to continue learning and developing in your role and beyond

Preferred Qualifications

Other languages such as Spanish or French are a plus

Benefits

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