Taking applicationsTechnical Support·Posted 8d ago
Technical Support Specialist
AircallVerified company
Portugal Remote
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
Portugal Remote
EnglishMid level
About the role
A remote technical support role for Aircall, handling escalated customer technical issues across telephony, integrations, and platforms from Portugal. It involves troubleshooting with engineering and product teams and supporting frontline support in a 24/5 follow-the-sun model.
What you'll do
- Respond to escalated customer technical and functional cases
- Analyze and reproduce complex platform, integration, and calling issues
- Train frontline support and maintain internal documentation
- Work with developers and product management to resolve issues
- Own systemic issues with internal and external stakeholders
- Monitor support metrics and follow up with customers
What you'll need
- Excellent customer service and technical writing skills in English
- Strong organizational and multitasking skills
- Problem-solving and critical-thinking ability
- Basic telephony routing knowledge
- Familiarity with ticket-based workflows and ITIL concepts
- Ability to read XML, EDI, and CSV formats
- Browser developer console troubleshooting and basic HTML
- Experience with CRM tools
Skills
Technical troubleshootingTelephony routing (IVR, ACD, DTMF)OSI modelZendesk and JIRAOperating systems (Windows, Mac OS, Android, iOS)API tools (Postman, SOAPui, Webhooks)SQLCRM tools (Salesforce, Hubspot, Zoho)
Benefits
Health coverageLunchCommuteSportsWork-life balanceMulticultural team
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Applications close on 18 November.