Location: New York,NY, USA
** Job Description**
We exist to empower every professional to have richer conversations. We provide an entirely cloud-based voice solution, which seamlessly integrates with popular productivity and helpdesk tools. We have raised more than $220 million since 2015, and our base of 10,000+ customers (and growing) is at our forefront.
Behind our product are the amazing teams driving it, split between Paris, New York, Sydney, Madrid, London, Berlin and remote locations. Despite our distance, we all work together to drive our product!
**About the role:**
Customer Care is the heart of Aircall. Were looking for a highly motivated person with excellent communication and technical skills to work closely with our Customer Care team to resolve complex problems.
**What You'll Do:**
- As a Tech Support Associate, you will work closely with our QA Engineering department and, will:
- Handle technical and functional questions escalated by the Customer Care Team
- Analyze, reproduce and report all the incidents reported by customers
- Test fixes deployed by developers with the QA Team
- Create and maintain internal documentation for recurrent issues
- Train the Customer Care Team about technical issues
- Work closely with QA Engineers to identify and mitigate risks in potential features, provide best practices to the Customer Care Team
- Escalate feedback to Product & Tech teams in order to help with improving our product
**What You'll Bring:**
- Bachelors degree in Computer Science, Software Engineering, or related field
- 1-3 years or more of experience as a Tech Support Associate (L2) in a tech company
- Passion for consistently providing fantastic customer experiences
- Excellent verbal and written communication skills
- You have the ability to explain technical concepts in an easy to understand manner
- Great technical writing skills
- Problem solver and results-driven, you can quickly think on your feet
- Comfortable managing several competing tasks and issues in a fast-paced and changing international environment
- A love for data- and the ability to track progress
- You are a positive self-starter, willing to dig into complex issues, take direction, and work within a team environment
- Aptitude to learn and support new products and systems (hardware & software)
- The willingness to learn and help
- Prior experience working for a tech startup, a huge plus!
**Hard skills:**
- Experience using and managing ticket-based enterprise workflow management systems, particularly JIRA and other Atlassian products.
- Comfortable with various operating systems (Windows, Linux, and OS X)
- IP Networking Concepts (TCP/IP, VLAN, FTP)
- Ability to read, parse and manipulate various technical formats including XML, EDI, and CSV
- Working knowledge of B2B technologies including AS2, SFTP, and Web Services
- Background writing in a scripting language, a plus
- API knowledge and coding skills, a plus!
- Familiarity with Ruby & React languages preferred
- Familiarity with SQL preferred
We know that success comes from smart work and deserves to be recognized and rewarded.
We value people who are bold, ambitious, collaborative and customer-centric. Were a global community growing together
If you love a good challenge, enjoy solving meaningful problems, and want to be a part of one of the fastest-growing B2B startups, then Aircall is the company you are looking for!
Aircall offers a unique work environment and the chance to collaborate with diverse teammates across continents. We'll provide freedom and tools to allow you to thrive at your best, and foster an environment you can do it in.
???? Key moment to join Aircall in term of growth and opportunities
??????? Our people matter, work-life balance is important at Aircall
???? Fast-learning environment, entrepreneurial and strong team spirit
???? 35+ Nationalities: cosmopolite & multi-cultural mindset
???? 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
*DE&I Statement:*
*At Aircall, we believe diversity, equity and inclusion, irrespective of origins, identity, background and orientations, are **core to our Aircall journey.***
*We promote active inclusion to foster a **strong sense of belonging** which is one of our main strengths as a business. We strive to assemble diverse people that can **enrich and learn from each other**. We pledge to make sure everyone not only has a seat at the table but is valued at the table -- providing **equal opportunities** to develop and thrive.*
*We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and **keep this conversation** open because we realize that we have work to do and much to learn.*
* Contract Type: **Full-Time**
* Location: **New York, United States ()**
* Experience: **> 3 years**
* **Possible full remote**