Technical Specialist, Aircall
Support Operations
Cloud-based call centre and phone system
Open for applications
Cloud-based call centre and phone system
501-1000 employees
Open for applications
501-1000 employees
Company mission
To empower every professional to have rich conversations, so they can focus on closing deals and delighting customers.
Role
Who you are
- The ideal candidate will have experience working in a SaaS environment providing deep technical support for clients in addition to experience working in an Agile, Program Management or TechOps role
- You may have also had some experience in DevOps, IT Administration, or Administrative support of critical Business tools
- Organized and proactive approach to working
- Experience working in a Fully remote environment with a Global team
- Working knowledge of SQL and advanced Spreadsheet functionality
- Working knowledge of Python or Java and experience with both
- Ability to review changes to technical documentation and validate them
- Experience working in an Agile environmentKnowledge of troubleshooting, security, and deployment practices
Desirable
- Experience with a major Project Management tool would be ideal
- Experience with Jira would be ideal
- Experience with a backend development language such as Python, Java JavaScript
- Hands-on experience of Zendesk is desirable
- Experience working with Cloud based infrastructure would be desirable
What the job involves
- We are seeking a Tech Savvy, Support Operations Specialist to join our Aircall Support Operations team
- You will provide your Technical, Development and Support expertise to our Global Support team and work within our Support Operations team to help deliver amazing customer experiences
- Our Operations team supports our Global Support team in providing the infrastructure, tooling, processes, analytics and education to our global support team and partnered departments
- We blend a diverse skill set to drive great customer and employee experiences
- Regularly review tickets assigned to you, critically evaluating the request and determining appropriate solutions. These tickets will be from internal employees, your team or as a result of ongoing project work
- Carry out investigations into bug reports from the team on the IT tools being used
- Review and refine requirements documentation, and eliminate uncertainty
- Complete and refine reports for metric requests in collaboration with our Data Analyst. Maintain and update documentation on solutions and information systems. Carry out audits of our information systems. Develop technical solutions using a variety of coding languages such as JavaScript/ECMA, Python, SQL, Java depending on the task at hand
- Complete spikes on various elements and prepare detailed reports
- Ensure all tasks are completed with Security, best practices and broader context at hand
- You will be required to implement solutions in a testing environment and ensure they are correctly operating before moving these to production
- You will be working in a small global team with domain specialists. We work closely with Project managers and Program managers as well as a Support Leadership team to help manage change and implement the future of our business. You will have the opportunity to work on cross-functional projects as well as work with peers directly in your team
Application process
- You must submit a cover letter along with your resume or a comprehensive LinkedIn profile. The cover letter should outline your appropriate experience and skills for this role
- You will have an opportunity to meet with our recruitment team and ask clarifying questions about the role, working conditions and information about Aircall
- If successful, You will then complete a 20-40 minute interview with the hiring manager. It is important that we discuss your experience and skillset openly in this meeting to ensure the next part of the process sets you up for success
- If we feel you are a good fit for the role, we will share a 3 part take away assessment, which will be a mock-up of some tasks you might need to complete in the role. You will be required to share your work and then present your work to two members of the Support Operations team
- Finally, you will meet with the Hiring manager with another manager or leader of the Aircall Support organization
Our take
Call centres have been a mainstay of sales teams for decades, with the human touch delivering an impression conversion rate of about 30% for inbound calls. However analogue call centres are physical infrastructure-heavy and unable to take advantage of the flexibility afforded by remote and hybrid ways of work. Aircall exists to change that, providing a cloud-based call centre infrastructure that allows sales teams to work from their home offices.
Aircall isn't the only company in this space, and it faces heavy competition from Cloudtalk, another cloud-based call centre solution. However Aircall stands out in the market by its use of open APIs and webhooks, making integration with existing productivity and helpdesk tools much easier, and its superior call quality. Aircall has developed a significant customer base with these strengths, with over 15,000 companies using its platform.
The company has raised significant funding in recent years, highlighting the confidence investors have in their offering. With a rapidly expanding presence in the US, European, UK and Australian markets and recent refresher leadership hires, Aircall could soon be a widely recognised international player in the telephone software industry.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
0% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2021
$120m
SERIES D
May 2020
$65m
SERIES C
Total funding: $225.6m
Company benefits
- Food Allowance
- Snacks & Drinks
- Medical Insurance
- Flexible remote policy
- Retirement Savings Plan
- Outings & Events
- Fitness Fund
- Commuter Benefits
- Referral Bonus
Company values
- Dare to be bold - We’re risk takers. Trying, succeeding, failing — and trying again — are essential to who we are as a team and company. Large actions lead to big success
- Thrive together - We learn from each other and grow from it. Our common journey is how we grow together and innovate.
- Trust & Commit - We trust each other and commit to our mutual success. We earn trust from our commitment.
- Excellence - We’re aiming high, and we know it. Even the smallest details are important to us. We only want the best for each other and our customers.
Articles
Leadership
Jonathan Anguelov
(CSO)Ex Investment Banker & Entrepreneur. Studied Finance at ESCP Business School and co-founded Aircall in 2014.
Pierre-Baptiste Béchu
(VP of Communications Platform)Holds a Master of Engineering from Ecole Centrale de Lyon and a Master's degree in industrial and organizational psychology from Université Lumière Lyon 2. Previously co-founded ClickJob.fr, where they served as CTO.
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