Job Description
This Technical Support Specialist role involves receiving and responding to escalated customer cases regarding technical and functional questions or issues, handling complex issues across various platforms and systems. Responsibilities include analyzing and resolving problems, training the frontline support team, creating internal documentation, and collaborating with developers and product management. The specialist will be expected to mitigate risks, recommend process improvements, monitor support metrics, and ensure high levels of customer satisfaction. This role operates within a 24/5 follow-the-sun model, providing crucial support to customers and internal teams.
About Aircall
Aircall is the world’s leading integrated customer communications and intelligence platform for growing businesses, trusted by over 20,000 companies worldwide.