India RemoteCustomer Experience - 10006 - Support Permanent Full Time Employee Remote Aircall is the world s leading integrated customer communications and intelligence platform for growing businesses Trusted by over 20 000 companies worldwide Aircall unifies voice and digital channels into one seamless platform offering one-click integrations with leading CRMs and over 100 business tools With real-time AI-powered insights and feedback AI agents and automation we help sales and support teams save time on routine tasks uncover opportunities and deliver exceptional customer experiences With a global team of 600 across nine offices Paris New York San Francisco Sydney Madrid London Berlin Seattle Mexico City Aircall is transforming how businesses connect with their customers driving smarter conversations deeper relationships and measurable success How We Work at Aircall At Aircall we believe in customer obsession continuous learning and delivering extraordinary outcomes We value open collaboration taking ownership and making smart informed decisions with speed and precision If you thrive in a fast-paced team-driven environment where curiosity trust and impact matter you ll fit right in We are recruiting a Technical Support Specialist who will work remotely from India Key Responsibilities Receive and respond to escalate 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 and 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 As a Technical Support Specialist you will join a team that operates as a second point of contact for Aircall s customers across the globe You will work directly with them to help solve complex technical and operational questions As a Technical Support Specialist you will have a direct impact on their ability to make and receive phone calls leverage the right products integrations and grow their business 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 Our team is customer-focused highly motivated and thrives on our shared success You will be part of an international team with diverse backgrounds and skill sets With Aircall being a 24 5 business we operate throughout various time zones using a follow-the-sun model Our extensive product knowledge and technical skillset is our most valuable asset both to our customers and our internal teams Qualifications Aptitude for understanding providing excellent customer service including transparent communication problem solving and technical writing skills in English Other Languages are a plus Possess positive 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 Hard skills Basic understanding of telephony routing including IVR ACD and 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 Preferred experience Strong problem-solving decision-making and critical-thinking skills You are familiar with working in remote or hybrid environments Excellent written and verbal communication skills 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 Aircall is constantly moving forward We re building new roads to complete our journey and we re taking people with us who have the same builder mentality Let s grow together Aircall is a place for those who dare to be bold and seek responsibility excellence and the opportunity to push themselves to new heights We re creating a place where great people trust one another and thrive together People flourish at Aircall and now is the time to be part of the team and the journey we re on Why join us Key moment to join Aircall in terms of growth and opportunities Our people matter work-life balance is important at Aircall Fast-learning environment entrepreneurial and strong team spirit 45 Nationalities cosmopolite multi-cultural mindset Competitive salary package benefits DE I Statement At Aircall we believe diversity equity and inclusion - irrespective of origins identity background and orientations - are core to our journey We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all We re working to create a place filled with diverse people who can enrich and learn from one another We re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive We are strongly committed to hiring a diverse and multicultural team and we encourage applications from traditionally underrepresented backgrounds

📌 Technical Support Specialist - Remote From India
🏢 Aircall
📍 India