Customer Support Specialist, English, Italian

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Assist Aircall customers across various channels, addressing their product, account, and technical inquiries.

• Analyze customer issues to determine root causes and offer clear, effective solutions.

• Guide customers in utilizing Aircall features, functionalities, and best practices.

• Resolve issues related to calling, user management, number allocation, integrations, and overall product configuration.

• Refer complex technical issues to the appropriate internal teams while ensuring clear communication and follow-up.

• Manage customer cases from initial contact through to resolution, delivering a high-quality and empathetic customer experience.

• Collaborate with Technical Support, Product, Engineering, and Customer Success teams.

• Identify recurring customer challenges and provide feedback to enhance the product, processes, and documentation.

• Contribute to the internal knowledge base and assist the broader Support team in improving their efforts.

• Handle and prioritize multiple customer requests while adhering to service and quality standards.

⛳️ Requirements

• Proficiency in English and Italian is essential (C1/C2 or native-level).

• Ideally, 1+ years of experience in Customer Support, preferably within a SaaS, B2B, or technology context.

• Exceptional written and verbal communication skills.

• Strong customer focus with the ability to communicate with empathy, patience, and clarity.

• Comfortable using ticketing and customer support tools.

• Familiarity with CRM systems and SaaS products is advantageous.

• Good technical aptitude and an eagerness to learn about software products.

• Strong problem-solving and troubleshooting abilities.

• Capacity to prioritize tasks, manage time efficiently, and engage in multiple customer conversations simultaneously.

• Ability to work independently in a remote setting while collaborating with an international team.

• Curiosity, adaptability, and a commitment to continuous learning.

• Additional European languages are a bonus.

🏝️ Benefits

• Work-life balance.

• Fast-paced learning environment.

• Entrepreneurial spirit and strong team cohesion.

• Cosmopolitan and multicultural perspective.

• Competitive salary and benefits package.

• Opportunities for growth and career advancement.