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

As a Customer Support Specialist at Aircall, your key responsibilities include advocating for customers by addressing their concerns and questions, promoting product education, and guiding users through the platform’s features. You will collaborate closely with the global support team to ensure that all technical issues are promptly resolved, enhancing customer satisfaction. Your role significantly impacts the ability of our clients to manage their teams efficiently.

To be considered for the Customer Support Specialist role at Aircall, you ideally should have 1+ years of experience in a SaaS B2B customer support role or possess transferable skills. Fluency in English is mandatory, and knowledge of additional languages such as Spanish or French is advantageous. Strong communication skills, familiarity with ticketing tools, and a technical aptitude for understanding complex inquiries are crucial.

As a Customer Support Specialist at Aircall, you will work during the afternoon and evening shifts, including Saturdays and Sundays. Your two days off will be scheduled during the weekdays, and you'll work eight-hour shifts, typically from 12:00 PM to 11:00 PM, including a one-hour lunch break. Flexibility may occur based on operational needs.

Aircall believes in the growth of its team members. As a Customer Support Specialist, you will have a front-row seat to the operations of the company, creating opportunities to transition to roles in Client Services, Engineering, or Product Management. Continuous learning is encouraged to support your professional development and career advancement within Aircall.

At Aircall, we firmly believe that diversity, equity, and inclusion are essential for our success. We actively promote an inclusive environment where individuals from various backgrounds are valued and have equal opportunities to thrive. By encouraging open conversations about inclusion and constantly challenging ourselves, we aim to enhance a sense of belonging for all team members globally.

Handling a difficult customer situation requires patience, empathy, and a methodical approach. Start by actively listening to the customer's concerns, acknowledging their feelings, and expressing a genuine desire to help. Then, clarify the issue by asking questions to fully understand their needs. Aim to provide a clear and actionable solution and follow up to ensure their satisfaction.

When managing multiple inquiries, it's essential to prioritize based on urgency and complexity. A good approach is to categorize issues and address the most pressing first. Use effective time management techniques, such as setting specific time blocks for each ticket or inquiry, ensuring that you remain organized and efficient while maintaining quality support.

Familiarity with ticketing systems such as Zendesk or Freshdesk is crucial in this role. Additionally, experience with customer relationship management (CRM) software helps track client interactions, and having good knowledge of communication tools will facilitate smoother support operations. Being tech-savvy enables you to adapt quickly to new systems that Aircall may use.

Clear communication starts with using simple, direct language that matches the customer’s level of understanding. Always confirm mutual understanding by summarizing key points and asking clarifying questions if necessary. Maintaining a positive and friendly tone can also help establish rapport and encourage open dialogue.

My approach to learning about a new product begins with thorough research and hands-on experience. I review product documentation, FAQs, and engage with technical team members for in-depth understanding. Additionally, user feedback can be invaluable in understanding pain points and features, ensuring I am well-prepared to assist customers effectively.

I am drawn to Aircall because of its commitment to transparency and collaboration within teams. I admire the innovative approach to enhancing communication for businesses and the opportunity to work in a diverse environment. I believe I can contribute significantly to customer satisfaction and growth while also developing my career in such a dynamic organization.

Handling stress in a fast-paced environment involves maintaining a calm, organized mindset and focusing on one task at a time. I prioritize tasks efficiently and employ relaxation techniques, such as deep breathing or brief breaks, to keep my energy and focus levels high. Being proactive about time management also greatly reduces stress.

When receiving constructive criticism, I view it as an opportunity for growth. For instance, if feedback indicated that I needed to improve my response times, I would analyze my processes and identify areas for improvement. I would then implement new strategies, prioritize better, and seek continuous feedback to ensure my performance meets expectations.

If I encounter a question I can't answer immediately, I would let the customer know I'm committed to finding the right information. I would ask specific clarifying questions, assure them that I will consult the appropriate resources or colleagues, and provide them with a timeline for follow-up to maintain trust and transparency.

My strong communication skills, strong technical aptitude, and an unwavering sense of empathy make me a great fit for the Customer Support Specialist role at Aircall. I am adept at managing multiple tasks, enjoy solving problems, and believe in creating meaningful connections with customers, ensuring they feel heard and supported.