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Technical Support Specialist

Aircall· Customer Experience – 10006 - Support
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RemotePermanent Full Time EmployeePosted 3mo ago

About the role

Technical Support Specialist role for Aircall, remote from Portugal, providing second-line technical and operational support to global customers with cross-team collaboration in a 24/5, follow-the-sun model.

Responsibilities

  • Receive and respond to escalate Customer cases regarding technical and functional questions or issues;
  • Handle a variety of complex issues dealing with various platforms, operating systems, applications, integrations, inbound/outbound calling, caller ID, calling features, etc. Analyze, reproduce, and be part of the resolution;
  • Assist the Frontline Support team to train them on some specific topics, and improve how the issues are escalated to the Technical Support team. Train the Customer Support Team about relevant subjects. Create and maintain internal documentation;
  • Work closely with developers and product management colleagues to diagnose, understand, and resolve issues. Mitigate risks in potential features, and bring best practices to the Customer Support Team;
  • Take ownership with internal and external stakeholders to define and resolve systemic issues, and suggest product enhancements and eventual workarounds. Recommend and support the implementation of process improvements;
  • Monitor Customer Support metrics to proactively identify trends and recurring issues. Follow up with customers to ensure ongoing high levels of satisfaction

Qualifications

  • Aptitude for understanding 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 seek knowledge.

Skills

Required:English communication (written and spoken)Organizational and multitasking skillsRemote collaboration and cross-functional teamworkTelephony basicsOperating systems knowledge
Nice to have:API concepts and toolsSQLCRM tools (Salesforce, Hubspot, Zoho)

Benefits

  • Competitive salary package & benefits (health coverage, lunch, commute, sports)
  • Our people matter, work-life balance is important at Aircall
  • Fast-learning environment, entrepreneurial and strong team spirit
Last updated Jul 1, 2026. Interested? Apply on the company site.
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About Aircall

AI-powered customer conversations made easy

Aircall is more than a business phone—it’s an integrated customer communications and intelligence platform. Achieve more with AI Agents, data-driven insights, and automation.

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