Technical Support Specialist – Voice Quality

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

📋 Description

• Investigate and resolve intricate telephony and network-related challenges that affect our customers' capability to make and receive calls via Aircall.

• Place significant emphasis on voice quality, VoIP troubleshooting, and telecom integrations.

• Collaborate with internal engineering teams and external carrier partners.

• Work closely with customers, support teams, and telecom providers to diagnose issues such as poor audio quality, call failures, reachability challenges, and carrier-related routing problems.

• Provide support during regional business hours, while coordinating with Aircall’s global support organization for additional coverage or expertise when necessary.

• Lead technical troubleshooting sessions with customers to explore voice-quality and connectivity issues.

• Convert complex technical findings into straightforward explanations for customers and internal stakeholders.

⛳️ Requirements

• Experience in supporting VoIP, telecom, or UCaaS platforms in a technical support or operations capacity.

• Strong comprehension of VoIP and telephony concepts, including SIP signaling and call routing.

• Solid grasp of IP networking fundamentals (TCP/IP, NAT, VLANs, QoS, LAN/WAN).

• Experience troubleshooting real-time communications problems such as poor audio quality, dropped calls, or call routing failures.

• Excellent written and verbal communication skills in English.

• Ability to clearly articulate complex technical issues to both technical and non-technical audiences.

• Strong organizational skills with the capacity to manage multiple issues concurrently in a fast-paced setting.

• Customer-oriented mindset with robust problem-solving abilities.

• Experience troubleshooting WebRTC-based communication platforms (preferred).

• Experience working with telecom carriers or telephony providers (preferred).

🏝️ Benefits

• Competitive salary package & benefits.

• Work-life balance is a priority at Aircall.

• Fast-learning environment, entrepreneurial spirit, and a strong team ethos.