Technical Support Specialist

New

AircallSaaS communications

Work remotely from Portugal, 24/5 business; follow-the-sun modelFull-Time

Salary not disclosed

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Job Details

Provide excellent customer service, with clear communication, problem-solving, and technical writing skills in English.
Manage multiple issues simultaneously in a fast-paced, changing environment.
Understand basic telephony routing, including IVR, ACD, and DTMF.
Have a foundational understanding of the OSI model and operating systems, including Windows, Mac OS, Android, and iOS.
Have experience with ticket-based enterprise workflow management systems and applying ITIL concepts.
Read, parse, and manipulate XML, EDI, and CSV formats.
Be familiar with logging tools such as DataDog and reporting tools such as Looker.
Have API knowledge and experience using Postman, SOAPui, and Webhooks.
Troubleshoot using browser developer consoles and have a basic understanding of HTML; be comfortable with SQL.
Have experience with CRM tools such as Salesforce, HubSpot, or Zoho.

Receive and respond to escalated customer cases involving technical and functional questions or issues.
Analyze, reproduce, and help resolve complex issues across platforms, operating systems, applications, integrations, and calling features.
Train the Frontline Support team on relevant topics and improve issue escalations.
Create and maintain internal documentation.
Work with developers and product management to diagnose and resolve issues, mitigate feature risks, and share best practices.
Own systemic issues with internal and external stakeholders and suggest product enhancements and workarounds.
Recommend and support process improvements.
Monitor customer support metrics to identify trends and recurring issues, and follow up with customers.

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