Aircall

Aircall

Technical Support Specialist - Voice Quality

  • Zmluva na dobu neurčitú 
  • Paris

Spoločnosť

Aircall

Aircall

    Pracovná ponuka

    Technical Support Specialist - Voice Quality

    • Zmluva na dobu neurčitú 
    • Paris

    About

    Aircall is on a mission to revolutionize the business phone industry!

    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 8000+ 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!

    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 8000+ 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!

    We are looking for a Technical Support Engineer to join our Voice Quality team in Paris. We are seeking candidates who have expertise with VOIP, WebRTC, and knowledge of QoS principals and implementation within enterprise networks.

    You will work closely with our customers’ and support team to resolve complex problems with potentially very costly and far-reaching consequences. 

    Your mission @Aircall:

  • Receive and respond to escalated customer requests regarding voice quality issues such as poor quality, network or carrier problems
  • Engage with customers to understand business objectives and network / product requirements
  • Handle a variety of complex issues dealing with various platforms, operating systems, applications, inbound / outbound calling, caller ID, calling features, etc.
  • Monitor customer support metrics to proactively identify trends, recurring issues and levels of customer satisfaction
  • Work with technical and engineering colleagues to diagnose, understand and resolve network and voice engineering issues
  • Follow up with customers to ensure ongoing high levels of satisfaction
  • Take ownership with internal and external stakeholders to define and resolve systemic issues, develop product enhancements and workarounds
  • Recommend and support implementation of process improvement initiatives
  • A little more about you:

  • Excellent written and verbal communication skills
  • Previous experience in a client-facing technical role for a SaaS or telecom business
  • Strong problem-solving, decision-making, and critical-thinking skills
  • Ability to make sense of something complex and explain it in plain English (French would be a plus)
  • Experience with troubleshooting and resolving network and QoS (Quality of Service) issues
  • Comfortable managing several tasks and issues in a fast-paced environment; you have to know how to organize workflows and be process orientated
  • Experience troubleshooting WebRTC applications is a plus
  • Knowledge of IP Telephony would be a plus
  • Committed, ambitious, team player to the max, wearer of all hats, humble beyond belief, magician
  • 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. We’re 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.

    Why join us?

    🚀 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

    💚 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.

    Meet the team

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    Questions and answers about the offer
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