Technical Support Specialist
About this role
Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500,000 organizations, including 80% of the Fortune 100, rely on Airtable to transform how work gets done.
The Enterprise Technical Support Team at Airtable plays a pivotal role in helping our customers unlock the full potential of our platform. We work closely with an exciting range of customers to solve complex business challenges and ensure they achieve their goals while seamlessly navigating Airtable’s features and capabilities.
As an Enterprise Technical Support Specialist, you’ll be the trusted technical expert for our enterprise customers. You'll respond to inquiries, troubleshoot complex issues, and collaborate with cross-functional teams to deliver exceptional support. Your role will be key to ensuring our customers achieve their business goals while seamlessly navigating Airtable’s features and capabilities.
Responsibilities
- Provide expert troubleshooting and guidance on technical issues across multiple channels (email, video calls).
- Deliver a world-class customer experience by actively listening to concerns, empathizing with customers, and resolving issues in a timely and effective manner. Use your communication skills to relay valuable feedback to product and engineering teams to improve our platform and support processes.
- For complex issues, you’ll know when to escalate to senior technical teams or other relevant stakeholders, ensuring a smooth transition and swift resolution for the customer.
- Accurately document all customer interactions and technical issues in Salesforce, and track trends to help identify opportunities for process and product improvements.
- Contribute to the continuous growth of Airtable’s knowledge base by creating and updating helpful resources based on customer interactions.
- Stay ahead of new features and product updates. You'll educate customers on best practices and help them leverage Airtable to optimize their workflows and business processes.
- Who you are
- You have experience with Airtable, whether personally or professionally, and you’re excited about helping others discover how it can transform their business.
- You’ve worked in an enterprise-focused technical support role, especially within a B2B tech environment, where you've made a meaningful impact on customer success.
- You excel in both written and verbal communication, and you know how to tailor your message to a wide variety of audiences.
- You enjoy solving complex problems, leveraging your strong analytical skills and technical aptitude to navigate challenges and find creative solutions.
- You're naturally curious, and you thrive in environments where you’re expected to dive deep into technical issues and continuously learn.
- You have a strong, self-driven desire to exceed expectations and continuously improve your performance.
- You have experience with tools like Salesforce, Confluence, G Suite, and enterprise-level technology. A solid understanding of concepts such as relational databases, REST APIs, and writing formulas is a plus.