Technical Support Specialist

Job Description

Provide expert guidance and troubleshooting for technical issues through various channels, including email and video calls. Deliver exceptional customer service by actively addressing concerns, showing empathy, and resolving issues promptly and effectively. Share valuable customer feedback with product and engineering teams to enhance our platform and support processes. For complex issues, escalate to senior technical teams or relevant stakeholders for a seamless transition and quick resolution. Accurately document all customer interactions and technical issues in Salesforce, tracking trends to identify opportunities for process and product improvements. Continuously expand Airtable's knowledge base by creating and updating helpful resources based on customer interactions. Stay updated on new features and product updates, educating customers on best practices and helping them optimize their workflows and business processes with Airtable.

Qualifications

1. Experience with Airtable, personally or professionally, with a passion for helping others discover its transformative potential. 2. Proven experience in an enterprise-focused technical support role, particularly within a B2B tech environment, demonstrating a significant impact on customer success. 3. Excellent written and verbal communication skills, with the ability to tailor messages to diverse audiences. 4. Strong problem-solving abilities, leveraging analytical skills and technical aptitude to navigate challenges and develop creative solutions. 5. A naturally curious mindset, thriving in environments that encourage deep dives into technical issues and continuous learning. 6. A self-driven desire to exceed expectations and consistently improve performance. 7. Familiarity with tools like Salesforce, Confluence, G Suite, and enterprise-level technology. Solid understanding of relational databases, REST APIs, and formula writing is a plus.

Benefits

- Travel: £7,500 annual allowance for commute expenses. - Healthcare: Premium private medical, dental, and vision coverage via AXA, with subsidized plans for dependents. - Family planning: Up to £7,200 per year through Carrot to support your path to parenthood, plus a minimum of 16 weeks of fully paid maternity or paternity leave. - Childcare: Savings of up to 42% per child annually with our Workplace Nursery salary sacrifice scheme. - Pension & protection: 9% company pension contribution. - Health & wellness: £150 monthly allowance for fitness, mindfulness, hobbies, or self-care. - Free lunch: Varied, catered lunch provided daily in the office. - Home office: £750 one-time allowance for workspace setup. - Time off: 25 days of annual leave, plus 4 company-wide Recharge Days and additional time off during the Winter Break. - Give back: 5 paid Volunteer Days each year to support causes you care about, individually or with your team.