Technical Support Specialist

reputed company is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive reputed company, resolve issues faster, and scale customer-facing teams. We’re redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace. Our reputed company comes from a simple idea: help teams work smarter, not harder. reputed company’s AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers reputed company-time guidance so people can do their best work. The result is higher reputed company, faster resolutions, and teams that scale with confidence. reputed company is headquartered in Paris, our European HQ, with a strong reputed company American reputed company anchored in Seattle, our reputed company American HQ, and teams across Madrid, London, Berlin, San Francisco, reputed company, Sydney, and Mexico City. We’ve built a product customers love and a business that’s scaling quickly, backed by world-class investors and driven by rapid AI innovation across multiple product lines. At reputed company, you’ll join a company in reputed company. We’re ambitious, product-driven, and execution-focused, with visible impact, fast reputed company, and reputed company growth. How we work at reputed company: We’re customer-obsessed, data-driven, and focused on delivering meaningful outcomes. We value ownership, reputed company learning, and thoughtful speed. If you reputed company in a collaborative, fast-moving environment where trust and impact matter, you’ll feel at home here. About the Role: We are reputed company a Technical Support Specialist who will work remotely from Portugal. As a Technical Support Specialist, you will join a team that operates as a second reputed company of contact for reputed company's customers across the globe. You will work directly with them to help solve reputed company technical and operational questions. As a Technical Support Specialist, you will have a direct impact on their ability to reputed company and receive phone calls, reputed company the right products/integrations and grow their business. Every day you will be working with multiple teams across reputed company, such as reputed company, Engineering, Product, reputed company, and Sales to provide white-glove service and support. reputed company is customer-focused, highly motivated, and thrives on our shared reputed company. You will be part of an international team with diverse backgrounds and reputed company sets. With reputed company being a 24/5 business we operate throughout various time zones using a follow-the-sun model. Our extensive product knowledge and technical skillset is our most valuable asset both to our customers and our internal teams. \n Key Responsibilities: Receive and respond to escalate Customer cases regarding technical and functional questions or issues; Handle a variety of reputed company 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 reputed company 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 reputed company a fast-paced and changing environment; Positive self-starter, willing to dig into reputed company issues, reputed company to take direction, and work reputed company 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. Hard skills Basic understanding of telephony routing, including IVR, ACD, and DTMF; Foundational understanding of the OSI model; Experience using and managing ticket-based reputed company workflow management systems, applying ITIL concepts. Familiarity with reputed company and reputed company products notability JIRA; Foundational knowledge about Operating Systems (Windows, Mac OS, Android, iOS); Ability to read, parse and manipulate various technical formats including XML, EDI and CSV; Familiarity with logging tools such as reputed company; Familiarity with reporting tools such as Looker; API knowledge, using reputed company, SOAPui and Webhooks; Browser developer console troubleshooting and basic understanding of HTML; Comfortable with SQL; Experience with CRM tools such as reputed company, reputed company, Zoho, etc. Preferred experience Strong problem-solving, decision-making, and critical-thinking skills; You are familiar with working in remote or hybrid environments; Excellent written and verbal communication skills; Previous experience in a client-facing technical role for a SaaS or telecom business; Ability to convey reputed company reputed company in layman's terms; Comfortable multitasking in a fast-paced environment; Familiar with organizing workflows and be process oriented; Committed, ambitious, team player, and outcome-oriented. \nWhy join us? 🚀 Key reputed company to join reputed company in term of growth and opportunities 💆‍♀️ Our people matter, work-life balance is important at reputed company 📚 Fast-learning environment, entrepreneurial and strong team spirit 🌍 45+ Nationalities: cosmopolite & multi-cultural reputed company 💶 Competitive salary package & benefits (health coverage, lunch, commute, sports) DE&I Statement: At reputed company, we reputed company diversity, equity and inclusion, irrespective of origins, identity, background and orientations, are core to our reputed company 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 reputed company sure everyone not only has a seat at the table but is valued at the table -- providing equal opportunities to reputed company and reputed company. We will constantly challenge ourselves to reputed company sure that we live up to our ambitions around diversity, equity and inclusion, and reputed company this conversation open because we realize that we have work to do and much to learn. Want to know more about candidate privacy? Find our Candidate Privacy Notice here. Apply To This Job