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Aircall Remotiveover 1 year ago
Apply Nowover 1 year ago
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 team:
Customer Care is the heart of Aircall. The Customer Support team aims at consistently providing outstanding support experiences to all our customers and partners, turning them into long-term brand advocates. We are made of passionate problem solvers and customer advocates driving customer happiness and product engagement through technical troubleshooting and education. We’re looking for a highly motivated person with excellent communication skills who can deliver world-class experiences for our customers.
Applicants should be based remotely in the Austin or Dallas metro area. Hours for this role will be Monday - Friday 9-6 PM CST. Applicants should also be able to provide some written and verbal support in Spanish (10-15 percent of the role).
< class="h3">What you'll do:
- Answer customer inquiries and requests through email, phone, and chat support in a timely manner - with a focus on chat support
- Gather product feedback and customer insights in order to constantly improve the customer experience
- Escalate concerns to relevant iniduals across the Customer Support team and beyond
- Properly manage and document all work performed as part of ticket queue management in Jira
- Prior experience working in Customer Support
- Prior experience using any of our support tools: Jira, Intercom, and Aircall
- Passion for consistently providing world-class customer experiences
- You have the ability to explain technical concepts in an easy to understand manner
- Emotional intelligence and an empathetic propensity to read between the lines and understand what the customer is saying, and what they mean
- Comfortable managing several competing tasks and issues in a fast-paced environment
- Excellent verbal and written communication skills
- Attention to detail, organizational skills, and superior time management skills
- The ability to work independently as well as in a team environment
- Patience and the ability to remain calm and even-keeled while adapting to a variety of situations
- Positive energy!
- The willingness to learn and help
- Problem solver and results-driven, you can quickly think on your feet
- Prior experience working for a tech startup or a similar environment is highly preferred