Technical Support Specialist

3 weeks 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

  • Technical Specialist

    2 weeks ago

    Sydney, Australia Ignite Specialist Recruitment Services Full time

    Contract Type Contract Reference BH-371137 Industry IT Salary per hour - Min: AUD 120 - Max: AUD 150 **Location**: ACT, NSW, NT, QLD, SA, TAS, VIC, WA. - **Contract**: 12 months with 2x 12 months extensions. - **Eligibility**: Australian citizenship and Baseline security clearance required. - **Working Arrangement**: Hybrid working Arrangement -...

  • Technical Specialist

    2 weeks ago

    Sydney, New South Wales, Australia Ignite Specialist Recruitment Services Full time

    Contract TypeContractReferenceBH-371137IndustryITSalaryper hour - Min: AUD 120 - Max: AUD 150Location: ACT, NSW, NT, QLD, SA, TAS, VIC, WA.- Contract: 12 months with 2x 12 months extensions.- Eligibility: Australian citizenship and Baseline security clearance required.- Working Arrangement: Hybrid working Arrangement- About the opportunity:Seeking Technical...

  • Technical Support Specialist

    1 month ago

    Sydney, New South Wales, Australia Randstad Australia Full time

    We are working with one of Australia's Big4 banks looking for an experienced Technical Support Specialist to join Sydney based Payment Systems program in a full time position.All About the roleThe Technical Support Specialist will be responsible for delivering effective solutions and business processes to provide BAU and project support for customer's...

  • Technical Support Specialist

    4 weeks ago

    Sydney, Australia Randstad Australia Full time

    We are working with one of Australia's Big4 banks looking for an experienced Technical Support Specialist to join Sydney based Payment Systems program in a full time position.All About the roleThe Technical Support Specialist will be responsible for delivering effective solutions and business processes to provide BAU and project support for customer's...

  • Technical Support Specialist

    4 weeks ago

    Sydney, New South Wales, Australia Randstad Australia Full time

    We are working with one of Australia's Big4 banks looking for an experienced Technical Support Specialist to join Sydney based Payment Systems program in a full time position.All About the roleThe Technical Support Specialist will be responsible for delivering effective solutions and business processes to provide BAU and project support for customer's...

  • Technical Support Specialist

    2 weeks ago

    Sydney, New South Wales, Australia Excolo Partners Full time

    Prestigious Financial Services Organisation that is looking for a Technical Support Specialist to join thier Service Delivery TeamIT & TelecommsHelp Desk / SupportSydneyContractWe're working with a Prestigious Financial Services Organisation that is looking for a Technical Support Specialist to join their Service Delivery Team In this role, you will be...

  • Technical Support Specialist

    3 weeks ago

    Sydney, Australia Vanta Full time

    As Vanta's Technical Support Specialist in Australia, you will help our Vanta customers by addressing their technical support requests. You will work closely with other members of the Vanta Support and Engineering teams to ensure we deliver a superior customer experience while adhering to our service SLAs. At Vanta, our mission is to secure the internet and...

  • Technical Support Specialist

    2 weeks ago

    Sydney, Australia Penske Full time

    **Your new opportunity**: We have a career opportunity for a **Technical Support Specialist **to join our high performing national Off-Highway Engineering & Technical Support team, based at Kings Park. In this role you will: - Provide technical support to Penske's Defence Programmes Group (DPG), OEMs and end customers in the Marine & Defence market within...

  • Technical Support Specialist

    2 weeks ago

    Sydney, New South Wales, Australia JACOBS DOUWE EGBERTS Full time

    Operations Professional Sydney Full-time Australia Job DescriptionThe Technical Support Specialist supports the business with the processing of coffee machine equipment requests (ERs), providing technical phone support to customers and sales representatives and coordinating job allocations with our Service & Installation Specialists. In this role, you will...

  • Technical Support Specialist

    3 weeks ago

    Sydney, Australia Healthcare Professionals Group Full time

    **Benefits** - CBD location - brand new beautiful offices with harbour & city views - Close to transport links, cafes, gyms, bars - Permanent position - Growing company - great opportunities for career advancement - Work-life balance - WFH and the office after training - Additional benefits including bonuses, annual conferences & overnight team...

  • Technical Support Specialist

    2 weeks ago

    Sydney, New South Wales, Australia Penske Full time

    Your new opportunity:We have a career opportunity for a Technical Support Specialist to join our high performing national Off-Highway Engineering & Technical Support team, based at Kings Park.In this role you will: Provide technical support to Penske's Defence Programmes Group (DPG), OEMs and end customers in the Marine & Defence market within Australia, NZ...

  • Technical Support Specialist

    4 weeks ago

    Sydney, Australia Hatch Full time

    ** This role is at ReadyTech (not for Hatch)** Hatch is supporting ReadyTech to find a great Technical Support Specialist to join their Customer Support team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like ReadyTech. **About the role at...

  • Technical Support Specialist

    2 weeks ago

    Sydney, Australia Peoplebank Full time

    Location: - Sydney CBD- Job Type: - Permanent- Posted: - 29 minutes ago- Contact: - Nic Gulliver- Discipline: - General IT - Reference: - 261902You will bring a professional, proactive and inclusive approach, in a role which offers the opportunity to make a real and lasting difference in delivering critical services to all Australians. We are looking for a...

  • Technical Support Specialist

    2 weeks ago

    Sydney, New South Wales, Australia Property Me Full time

    Join the National Leader in Cloud Based Property ManagementPropertyMe is Australia's #1 property management platform with over 5,000 real estate agencies and 1.5 million properties on the platform.Our high-performing Technical Support Specialist team helps drive continued massive growth year on year. An opportunity has arisen for an experienced and talented...

  • Technical Specialist

    3 weeks ago

    Sydney, Australia InterSystems Full time

    **Job Summary** **Responsibilities** - The tasks typically undertaken by a technical specialist as part of a project are: **Integration** Technical specialists are responsible for: - Development of documentation related to implementation requirements. Each interface or task is documented from a functional and technical point of view including the...

  • Technical Support Specialist

    2 weeks ago

    Sydney, Australia Hatch Full time

    ** This role is at ActiveCampaign (not for Hatch)** Hatch is supporting ActiveCampaign to find a great Technical Support Specialist to join their Customer Support team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like ActiveCampaign. **About the...

  • Technical Support Specialist

    2 weeks ago

    Sydney, Australia Gartner Full time

    **Description**: The Technical Support Specialist provides second level support to identify and solve technical issues escalated by the Help Desk to meet Gartner standards and will also provide technical expertise on projects, site visits and Gartner Events support. **Responsibilities**: - Escalated (level 2) technical support: Provides technical hardware...

  • Technical Support Specialist

    3 weeks ago

    Sydney, Australia Hatch Full time

    ** This role is at Vanta (not for Hatch)** Hatch is supporting Vanta to find a great Technical Support Specialist to join their Customer Support team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Vanta. **About the role at Vanta** As...

  • Technical Support Specialist

    2 weeks ago

    Sydney, New South Wales, Australia Applanix Full time

    Your Title:Technical Support SpecialistJob Location:Sydney, NSW, AustraliaOur Department:Trimble ViewpointAre you interested in supporting our cutting-edge technology products for the construction sector to customers across Australia?What You Will DoAs a Technical Support Specialist with Trimble, you are an important primary support liaison between Trimble...

  • Technical Support Specialist

    2 months ago

    Sydney, Australia ActiveCampaign Full time

    As a Technical Support Specialist, you will be part of a strategic team that supports customers and multiple teams within the organization. You will be responsible for researching, replicating, communicating with customers, creating engineering tickets, and contributing to the knowledge base. Regular collaboration with Level 1, Customer Success, Specialty...