Technical Support Engineer - Voice Quality

Aircall

Sydney, AU
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/28/2021
  • Website: aircall.io
  • Company Address: 11 Rue Saint-Georges, 75009 Paris, France

About Aircall

Aircall is the phone system for modern business. An entirely cloud-based voice platform that integrates seamlessly with popular productivity and helpdesk tools that workplaces are already using, Aircall was built to make phone support as easy to manage as any other business workflow—accessible, transparent, and collaborative. Aircall believes that voice is the most powerful way to communicate with customers, prospects, candidates, and colleagues, and it is designed to take the headache out of what should be a delightful moment of human connection.

Job Description

Aircall is on a mission to revolutionize the business phone industry!

We exist to empower every professional to have richer conversations. We provide an entirely cloud-based voice solution, that integrates seamlessly with popular productivity and helpdesk tools that workplaces are already using. We have raised more than $100 Million since 2015, and we care about our growing base of 6000+ customers.

Behind our product are the amazing teams driving it, split between Paris, New York, Sydney, Madrid, and remote locations.

We are looking for a Technical Support Engineer to join our Voice Quality team in Paris. We are seeking candidates who have expertise with VOIP, WebRTC, and knowledge of QoS principals and implementation within enterprise networks.

You will work closely with our customers’ and support team to resolve complex problems with potentially very costly and far-reaching consequences.

This position is based in Sydney

It requires full working rights as unfortunately we are not able to sponsor for now.

Your mission @Aircall:

        Receive and respond to escalated customer requests regarding voice quality issues such as poor quality, robotic voice, reachability, network or carrier problems
        Replicate customer issue to be more productive, analyze logs
        Work closely with carriers for issues on their ends
        Handle a variety of complex issues dealing with various platforms, operating systems, applications, inbound / outbound calling, caller ID, calling features, etc.
        Monitor customer support metrics to proactively identify trends, recurring issues and levels of customer satisfaction
        Work with technical and engineering colleagues to diagnose, understand and resolve network and voice engineering issues
        Follow up with customers to ensure ongoing high levels of satisfaction
        Take ownership with internal and external stakeholders to define and resolve systemic issues, develop product enhancements and workarounds
        Recommend and support implementation of process improvement initiatives

A little more about you:

        You have already at least a first experience working 100% remote
        Excellent written and verbal communication skills
        Previous experience in a client-facing technical role for a SaaS or telecom business
        Strong problem-solving, decision-making, and critical-thinking skills
        Ability to make sense of something complex and explain it in plain English (French would be a plus)
        Comfortable managing several tasks and issues in a fast-paced environment; you have to know how to organize workflows and be process orientated
        Experience with troubleshooting and resolving network and VoIP QoS (Quality of Service) issues, and priority queuing - WAN & LAN
        Knowledge of Soft Switch and SIP providers
        Experience troubleshooting WebRTC applications is a plusIn-depth knowledge of VoIP systems and IP Protocols.
        Committed, ambitious, team player to the max, wearer of all hats, humble beyond belief

We know that success comes from smart work and deserves to be recognized and rewarded

We value people who are bold, ambitious, collaborative and customer-centric. Even better, the ones who know how to work hard & have fun at the same time. We’re a tribe of highly driven people, with a great sense of human connection and a clear focus.

If you love a good challenge, enjoy solving meaningful problems, and want to be a part of one of the fastest-growing B2B startups, then Aircall is the company you are looking for!
Aircall offers a unique work environment and the chance to collaborate with diverse teammates across continents. We'll provide freedom and tools to allow you to thrive at your best, and foster an environment you can do it in.

Why join us?

Key moment to join Aircall in term of growth and opportunities
Our people matter, work-life balance is important at Aircall
Fast-learning environment, entrepreneurial and strong team spirit
35+ Nationalities: cosmopolite & multi-cultural mindset
Competitive salary package & benefits

DE&I Statement:

At Aircall, we believe diversity, equity and inclusion, irrespective of origins, identity, background and orientations, are core to our Aircall 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 make sure everyone not only has a seat at the table but is valued at the table -- providing equal opportunities to develop and thrive.
We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open because we realize that we have work to do and much to learn.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.