Logo of Huzzle

Home

Matches

Explore

Manage

Customer Support Specialist - Afternoon/Evening Shift & Weekends - Remote from India

image

Aircall

19d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Sales & Business Development
  • India
    Remote
  • Quick Apply

AI generated summary

  • You need 1+ year in SaaS B2B support, fluency in English, strong communication skills, tech-savvy, familiarity with ticketing and CRM systems, empathy, and time management skills.
  • You will advocate for customers, resolve technical issues, guide users, and foster collaboration with the global support team to ensure customer satisfaction and promote product education.

Requirements

  • Ideally 1 + year of experience in a SaaS B2B customer support role or transferable experience/skills
  • Fluency in English is mandatory. Other languages such as Spanish or French are a plus
  • Excellent written and verbal communication skills
  • Familiar with ticketing tools and systems
  • An understanding of how CRMs systems work
  • Strong understanding of basic computer skills
  • Technical aptitude (ability to understand and explain technical concepts to customers and other internal stakeholders)
  • A curiosity to understand and troubleshoot complex customer inquiries
  • Strong sense of time management and prioritization of work
  • Exhibit uncompromising empathy
  • Ability to multi-task across different platforms and forms of communication
  • Willingness to work with multiple teams in an international and multilingual remote environment

Responsibilities

  • As a Customer Support Specialist, you’ll be an advocate for our customers and the heart of Aircall by efficiently identifying, promoting product education, recommending technical solutions and guiding product users through features and functionalities.
  • You will closely work with the global support team on a daily basis to ensure that technical issues are addressed and resolved promptly to ensure customer satisfaction at all times.
  • You’ll work closely with our clients to identify, solve, escalate and advise them on their questions and concerns.
  • Our customers are people, not accounts.
  • Day to day, your interactions with our customers directly impact their ability to run their teams efficiently.
  • You serve as their advocate at Aircall.
  • Aircall is a fast-growing, global team of ambitious, passionate, and dedicated professionals all here to work towards a common goal.
  • You can expect a great deal of support, transparency, and collaboration on a daily basis.
  • There is an amazing opportunity to learn from some of the best people in the industry.
  • Members of our team have successfully transitioned to, Client Services (Onboarding, CSM, etc.), Engineering, Product, and various other roles within the organization.
  • Aircall strongly encourages learning opportunities for our teammates in an effort to develop individual careers and simultaneously support our clients.
  • As Aircall’s business continues to grow, you will find many opportunities to continue learning and developing in your role and beyond.

FAQs

What is the working schedule for the Customer Support Specialist role?

The role requires working both Saturdays and Sundays, with two rest days planned during the weekdays (Monday to Friday). Working hours are scheduled from 12:00 to 23:00, depending on Winter/Summer time, with a one-hour lunch break during the shift.

Is legal residency in India required for this position?

Yes, this position requires permanent location and legal residency in India.

What level of experience is ideal for this role?

Ideally, candidates should have at least 1+ year of experience in a SaaS B2B customer support role or transferable experience/skills.

Are there language requirements for this position?

Fluency in English is mandatory, and other languages such as Spanish or French are a plus.

What technical skills are necessary for this role?

Candidates should have a strong understanding of basic computer skills, familiarity with ticketing tools and systems, and an understanding of how CRM systems work.

Is there an opportunity for professional growth in this position?

Yes, Aircall provides growth opportunities, as members of the frontline support team have successfully transitioned to various roles within the organization, including Client Services, Engineering, and Product.

How does Aircall support learning and career development?

Aircall strongly encourages learning opportunities for teammates to develop their individual careers while simultaneously supporting clients, promoting a culture of continuous growth.

What qualities are essential for success in this role?

Successful candidates should exhibit empathy, strong time management and prioritization skills, a curiosity to troubleshoot complex inquiries, and the ability to multi-task across different platforms and communication forms.

What kind of work environment can a candidate expect at Aircall?

Aircall offers a unique work environment that promotes collaboration with diverse teammates across continents, emphasizing work-life balance and a sense of belonging.

Does Aircall promote diversity, equity, and inclusion?

Yes, Aircall believes that diversity, equity, and inclusion are core to its journey and actively promotes inclusion to foster a strong sense of belonging among its employees.

image

Aircall

The phone system for modern business

Marketing & Advertising
Industry
501-1000
Employees
2014
Founded Year

Mission & Purpose

Aircall is the phone and communication platform, designed for sales and support teams. It is an entirely cloud-based voice solution, easy to use, reliable and integrated with all CRMs and critical business and conversational tools such as Salesforce, HubSpot, Intercom, Slack, Gong, and many others. Through a combination of its powerful software and dedicated people, Aircall helps SMBs drive productivity and turn customer and employee satisfaction into key growth drivers. Aircall has expanded its international footprint and currently has over 800 employees from 40 nationalities spread over 8 offices and was named one of Built In’s Best Places to Work. As part of the Deloitte Fast 500 list, Aircall achieved centaur status after securing over $100 million in annual recurring revenue earlier in 2022.

Culture & Values

  • Trust & Commit

    We trust each other and commit to our mutual success. We earn trust from our commitment.

  • Excellence

    We're aiming high, and we know it. Even the smallest details are important to us. We only want the best for each other and our customers.

  • Customer Obsession

    We evaluate every decision through the eyes of our customers. They're our "True North."

  • Dare to be Bold

    We're risk takers. Trying, succeeding, failing - and trying again - are essential to who we are as a team and company. Large actions lead to big success.

  • Thrive Together

    We learn from each other and grow from it. Our common journey is how we grow together and innovate,

Benefits

  • Medical Insurance

  • Competitive Salary

  • Flexible remote policy

  • Retirement Savings Plan

  • Fitness Fund

  • Commuter Benefits

  • Referral Bonus