Technical Support Specialist – Front Office
ServiceTitan
Technical Support Specialist – Telecommunications Specialist
Aircall
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AndroidiOSVoIP
About the role
- 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
Requirements
- Strong problem-solving, decision-making, and critical-thinking skills
- Familiar with working in remote or 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
- Excellent customer service including clear communication, problem solving and technical writing skills in English (Other 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
- 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)
- VoIP QoS, WAN & LAN
- Soft Switch & SIP providers
- WebRTC applications
- IP protocols
Benefits
- Competitive salary package & equity
- Medical, dental, and vision insurance is 100% covered
- 401k plan with company matching!
- Unlimited PTO — take the time you need to come to work feeling great!
- Wellness, internet, and childcare reimbursements
- Generous parental leave policy
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
problem-solvingdecision-makingcritical-thinkingtelephony routingIVRACDDTMFOSI modelVoIP QoSWebRTC
Soft skills
customer serviceclear communicationtechnical writingorganizational skillsmultitaskingteam playeractive listeningempathyadaptabilityself-motivation
