Technical Support, Aircall
API Webhooks Specialist
More information about location
AI-powered communications platform
Job no longer available
AI-powered communications platform
501-1000 employees
Job no longer available
More information about location
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
- Min. 2/3 years experience as a Technical Support Specialist in a tech/product company
- Strong problem-solving, decision-making, and critical-thinking skills
- You are familiar with working in 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
- Comfortable multitasking in a fast-paced environment; familiar with organizing workflows and be process oriented
- Committed, ambitious, team player, and outcome oriented
- Basic understanding of telephony routing, including IVR, ACD, DTMF
- Foundational understanding of the OSI model
- Experience using and managing ticket-based enterprise workflow management systems, applying ITIL concepts. Familiarity with Zendesk and Atlassian products, notability JIRA
- Foundational knowledge about Operating Systems (Windows, Mac OS, Android, iOS)
- Ability to read, parse and manipulate various technical formats including XML, EDI and CSV
- Familiarity with logging tools such as DataDog
- Familiarity with reporting tools such as Looker
- API knowledge, using Postman, SOAPui and Webhooks
- Browser developer console troubleshooting and basic understanding of HTML
- Comfortable with SQL
- Experience with CRM tools such as Salesforce, Hubspot, Zoho, etc
Desirable
- Aptitude for understanding providing excellent customer service including clear communication, problem solving and technical writing skills in English (Spanish or French Languages are a plus)
- Good organizational skills and the ability to manage multiple issues simultaneously within a fast paced and changing environment
- Positive self-starter, willing to dig into complex issues, able to take direction, and work within a team environment
- Willingness to consistently improve and try different approaches and perspectives
- Empathetic and active listener, with the ability to see each situation from someone else’s viewpoint
- Aptitude to learn and support new products and features
- Motivation to learn by yourself and seek knowledge
What the job involves
- As a Technical Support Specialist, you will join a team that operates as a last escalation point of contact for Aircall's customers across the globe.
- You will work directly with them to help solve complex technical and operational questions
- Every day you will be working with multiple teams across Aircall, such as Success, Engineering, Product, Onboarding, and Sales to provide white glove service and support
- 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, etc. Analyze, reproduce, and be part of the resolution
- Assist the Frontline Support team to train them on some specific topics, and improve how the issues are escalated to the Technical Support team. Train the Customer Support Team about relevant subjects. Create and maintain internal documentation
- Work closely with developers and product management colleagues to diagnose, understand and resolve issues. Mitigate risks in potential features, and bring best practices to the Customer Support Team
- Take ownership with internal and external stakeholders to define and resolve systemic issues, suggest product enhancements and eventual workarounds. Recommend and support the implementation of process improvements
- Monitor Customer Support metrics to proactively identify trends and recurring issues. Follow up with customers to ensure ongoing high levels of satisfaction
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 20,000 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 the recent addition of AI voice agents to handle business calls 24/7, Aircall is clearly set on innovating at scale.
Steph
Company Specialist at Welcome to the Jungle
Insights
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 HQ
NoMad, New York, NY
Leadership
Scott Chancellor
(CEO)Prior to joining Aircall as CEO in 2023, Scott was CEO of Humu and Chief Product/Technology Officer at Apptio. He also spent 7 years at Amazon Web Services as a Director and General Manager of AWS Insights.
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