Technical Support Specialist

6 months ago

Sydney, Australia Aircall Full time

**SYDNEY /**

**CUSTOMER EXPERIENCE - 10006 - SUPPORT /**

**FULL TIME**

**/ HYBRID**
- Aircall is a place where voices are valued.

Backed by over $220 million of investment since 2015, we create technology that fuels accessible, transparent and collaborative communication to empower our base of 14,000+ customers (and growing) to make authentic, human connections.

Conversation is a cornerstone of our culture. Wherever our people find themselves in the Aircall world - Paris, New York, Sydney, Madrid, London, Berlin, Tel Aviv, or at home - everyone has a voice that is valued.

Whatever your background, wherever you’re from - we want you to join the conversation. Let’s talk.

About the role:

- We are looking for a seasoned and hands-on
- **Technical Support Specialist (Voice Quality Team)**
- to oversee the delivery of a world-class support experience that exceeds customer expectations

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.
- 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.

***This position is based in the Central Business District in Sydney**

**It requires full working rights in Australia as we are not able to sponsor for now**

**As a Technical Support Specialist, you will**:

- Receive and respond to escalated Customer requests regarding** voice quality issues such as poor quality, robotic voice, reachability, network or carrier problems;**:

- Work closely with developers and product management colleagues to diagnose, understand and resolve issues. Mitigate risks in potential features, and bring best practices to 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, recurring issues. Follow up with customers to ensure ongoing high levels of satisfaction;
- Work closely with carriers for service improvements;

**A little bit about you: Qualification**:

- Proven track record for providing **excellent customer service **including clear communication, problem solving and technical writing skills in English (Other Languages are a plus);
- Possess 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 look for knowledge.

**Hard skills**:

- ** Understanding of telephony routing**, including IVR, ACD, DTMF;
- ** IP Networking Concepts (TCP/IP, VLAN, QOS) as both LAN and WAN components;**:

- ** Deep understanding VoIP technology, notably SIP traffic, SIP trunking and reading Packet captures**;
- Interacting with partners by **debugging SIP logs and PCAPs.**:

- Foundational understanding of the OSI model;
- Foundational knowledge about Operating Systems (Windows, Mac OS, Android, iOS);
- Familiarity with logging tools such as DataDog;
- Familiarity with reporting tools such as Looker;
- Browser developer console troubleshooting and basic knowledge of HTML;

**Preferred experience**:

- ** Master or BcS in Software engineering**:

- ** Min. 3 years experience as a Technical Support Specialist (Voice/ VoIP) or VoIP Engineer in a tech company.**:

- 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 make sense of something complex and explain it in plain English;
- ** Cisco Certified Network Associate (CCNA) Certificate is a plus**
- We know that success comes from smart wo

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