What are the responsibilities and job description for the Technical Support Specialist position at Aircall.io, Inc.?
A company is looking for a Technical Support Specialist to provide advanced support for customers' technical and operational inquiries.Key Responsibilities : Receive and respond to escalated customer cases regarding technical issuesAnalyze and resolve complex issues related to various platforms and integrationsTrain the Frontline Support team and create internal documentationQualifications : Previous experience in a client-facing technical role for a SaaS or telecom businessBasic understanding of telephony routing and foundational knowledge of the OSI modelExperience with ticket-based enterprise workflow management systemsFamiliarity with Operating Systems (Windows, Mac OS, Android, iOS)Knowledge of VoIP QoS, WAN & LAN, and IP protocols
