Technical Support Specialist (API/Webhooks Specialist)

About The Role:

• Work directly with customers to solve complex technical and operational questions.
• Work with multiple teams across Aircall, such as Success, Engineering, Product, Onboarding, and Sales to provide support.
• Be part of an international team with diverse backgrounds and skill sets.

Key Responsibilities:

• Handle complex issues dealing with various platforms, operating systems, applications, integrations, and calling features.
• Assist the Frontline Support team to train them on specific topics.
• Monitor Customer Support metrics to proactively identify trends and recurring issues.

Qualifications:

• Aptitude for providing excellent customer service including clear communication, problem solving, and technical writing skills.
• Possess good organizational skills and the ability to manage multiple issues simultaneously in a fast-paced environment.
• Empathetic and active listener, with the ability to see each situation from someone else’s viewpoint.