Technical Support Specialist (API/Webhooks Specialist) - Remote U.S.A at aircall

aircall

Remote NA·6h ago

Mid LevelFull-timeRustAIAPI

Salary Range

$70,000 - $76,000 /year

About the Role

We are looking for a Technical Support Specialist to join our team at Aircall, an AI-powered customer communications platform. This role involves working as a second point of contact for customers worldwide, helping to solve complex technical and operational questions. You will have a direct impact on customers' ability to make and receive phone calls, leverage products and integrations, and grow their business.

Key Responsibilities

→Receive and respond to escalated customer cases regarding technical and functional questions or issues
→Handle complex issues dealing with various platforms, operating systems, applications, integrations, inbound/outbound calling, caller ID, and calling features
→Assist the Frontline Support team with training and improve issue escalation processes
→Work closely with developers and product management to diagnose and resolve issues
→Take ownership of systemic issues and suggest product enhancements
→Monitor Customer Support metrics to identify trends and recurring issues

Requirements

✓Aptitude for providing excellent customer service with clear communication, problem-solving, and technical writing skills in English
✓Good organizational skills and ability to manage multiple issues in a fast-paced environment
✓Positive self-starter with a willingness to dig into complex issues
✓Empathetic and active listener with the ability to see situations from different viewpoints
✓Aptitude to learn and support new products and features
✓Motivation to learn independently and seek knowledge