Technical Support Specialist (Telecommunications Specialist) - Remote U.S.

Posted 25 days agoViewed

📍 Location: U.S., EST, NOT STATED

🔍 Industry: Communication technology

🪄 Skills: Cloud ComputingAPI testingRESTful APIsTroubleshootingTechnical supportCustomer support

Join a team that operates as a second point of contact for Aircall's customers.
Help solve complex technical and operational questions.
Impact customers' ability to make and receive calls and leverage products/integrations.
Work with teams such as Success, Engineering, Product, Onboarding, and Sales to provide support.
Contribute to a customer-focused, highly motivated team.

Posted 25 days ago

📍 U.S.

🧭 Full-Time

🔍 Telecommunications, SaaS

🔧 Requirements

Strong problem-solving, decision-making, and critical-thinking skills.
Familiarity with remote or hybrid environments.
Previous experience in a client-facing technical role for a SaaS or telecom business.
Ability to convey complex ideas in layman's terms.
Organizational skills and multitasking in a fast-paced environment.
Excellent customer service skills, clear communication, and technical writing skills in English.
Basic understanding of telephony routing, OSI model, and foundational operating systems.
Experience with ticket management systems like Zendesk and Atlassian products.

💡 Responsibilities

Receive and respond to escalated Customer cases regarding technical and functional questions or issues.
Handle a variety of complex issues dealing with various platforms, operating systems, applications, integrations, inbound / outbound calling, caller ID, calling features.
Assist the Frontline Support team and create internal documentation.
Work closely with developers and product management to diagnose and resolve issues.
Take ownership with stakeholders to resolve systemic issues and suggest enhancements.
Monitor Customer Support metrics and follow up to ensure customer satisfaction.

AndroidJiraWebRTCTechnical support

Posted 25 days ago