Technical Support Specialist

Greater New York City Area Full Time

The business phone and communication platform trusted by teams everywhere. Set up a cloud-based call center and integrate with your CRM & Helpdesk software in minutes.

Job Description

We're looking for a technical support representative. This is a level 1 support role that works closely with the sales, customer success and engineering team, as well as your support peers to troubleshoot any technical issues our customers might encounter. To join the Aircall team there are a few things you'll need to do well:

You love the challenge of solving complex multi-faceted customer issues, usually involving a mix of end user training, network changes, bug tracking and sometimes a touch of magic.
You are energized by human interaction. Helping people get things working makes your job satisfying.
You are a documentation wizard, able to take detailed notes both for our Zendesk ticket support platform and so we can provide accurate, usable feedback to engineers and developers.
You are comfortable in a high energy, close quarters working environment side by side with sales, customer success, executives and marketing.

Responsibilities

The job is based in our New York office where we manage all North America activities. Our AE's are in charge of converting leads into raving fans and paying customers. You'll take the initiative to:

Answer technical support requests via email, chat, and phone
Help guide customers through the setup and onboarding process
Collaborate with our engineering team to solve more complex issues
Identify, document and follow up with engineers on product bugs and feature requests
Update knowledge base and troubleshooting documentation for internal and customer use
Act as a liaison between engineering, customer success and sales on technical issues affecting our customers

Requirements

Excellent written and verbal communication skills
Previous experience in a client-facing technical role for a product business
Strong problem-solving, decision-making, and critical-thinking skills
Ability to make sense of something complex and explain it in plain English
Professional, courteous and committed to provide amazing customer support
Open-minded, positive and keen to learn
Great attitude, team player
Keen to mentor and help train junior team members
LAN and wireless network knowledge
Knowledge of IP Telephony
Experience setting QoS and diagnosing related issues
Experience with call center technology such as IVRs
Nice-to-have: Experience in a web language