Description
About the role :
As a Customer Support Specialist, you’ll be an advocate for our customers and the heart of Aircall by efficiently identifying, promoting product education, recommending technical solutions and guiding product users through features and functionalities. This way, you’ll also help other businesses achieve their goal. In doing so, you’re a key player in growing Aircall.
You will 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.
This role is a remote position in Portugal or France.
About the role :
As a Customer Support Specialist, you’ll be an advocate for our customers and the heart of Aircall by efficiently identifying, promoting product education, recommending technical solutions and guiding product users through features and functionalities. This way, you’ll also help other businesses achieve their goal. In doing so, you’re a key player in growing Aircall.
You will 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.
This role is a remote position in Portugal or France.
Your role at Aircall :
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.
What you need to succeed in this role :
Ideally 1 + year of experience in a SaaS B2B customer support role or transferable experience/skillsFluency in English & French is mandatory. Another European languages is a plusExcellent written and verbal communication skillsFamiliar with ticketing tools and systemsAn understanding of how CRMs systems workStrong understanding of basic computer skillsTechnical aptitude (ability to understand and explain technical concepts to customers and other internal stakeholders)A curiosity to understand and troubleshoot complex customer inquiriesStrong sense of time management and prioritization of workExhibit uncompromising empathy Ability to multi-task across different platforms and forms of communicationWillingness to work with multiple teams in an international and multilingual remote environment
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