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Customer Experience 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 are expanding our NYC based customer support team to ensure that the customers we work with have a great experience. You will be the first point of contact for our end users and customer admins.


Responsibilities

  • Be a stone cold expert on all of our products and internal management systems
  • Deliver amazing service and support to our users by being the voice of Aircall - you will be on the front lines! This involves flexing your amazing troubleshooting skills and positive, friendly personality via phone calls, emails, and live chat.
  • Handle user inquiries ranging from simple product and billing questions to more complex technical support and network issues
  • Guide customers through the setup and roll out process including network configuration, end user device settings and app use training
  • Troubleshoot technical/customer issues, escalate bug reports, and work cross-functionally to drive issue resolution
  • Work effectively with a variety of internal teams, including Sales, Engineering, Development and Product Management
  • Be proactive and identify opportunities for our team to provide better support, educate our users, and scale our support model
  • Take on special projects as needed

Requirements

  • You have at least 1+ year of experience in SaaS support and are passionate about converting users into raving fans
  • You have a “no task is too small” attitude and the endurance to consistently deliver amazing customer experiences without exception
  • You have exceptional written and oral communication skills
  • You have strong people skills — you are friendly, a good listener, you ask good questions, and you're energized by personal interaction. You see angry customers as a chance to show them just how great you can be at solving their issues
  • You are a team player who works well with a wide range of personalities and is ready to contribute to an awesome team environment
  • Perfect fluent English is mandatory, but additional business fluent languages, particularly French, is a plus
  • Flexible hours to cover customers when they need it a plus
  • knowledge of VOIP telecom and IP networks a plus