Technical Support Specialist

As an Enterprise Technical Support Specialist at Airtable, 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.

Key responsibilities include:

• Providing expert troubleshooting and guidance on technical issues across multiple channels (email, video calls).
• Delivering a world-class customer experience by actively listening to concerns, empathizing with customers, and resolving issues in a timely and effective manner.
• Escalating complex issues to senior technical teams or other relevant stakeholders, ensuring a smooth transition and swift resolution for the customer.
• Accurately documenting all customer interactions and technical issues in Salesforce, and tracking trends to help identify opportunities for process and product improvements.
• Contributing to the continuous growth of Airtable's knowledge base by creating and updating helpful resources based on customer interactions.

To succeed in this role, you'll need:

• Experience with Airtable, whether personally or professionally, and a passion for helping others discover its potential.
• A background in enterprise-focused technical support, particularly in a B2B tech environment.
• Excellent written and verbal communication skills, with the ability to tailor your message to a wide variety of audiences.
• Strong analytical skills and technical aptitude, with a natural curiosity and ability to dive deep into technical issues.
• A self-driven desire to exceed expectations and continuously improve your performance.

In addition to a competitive salary, you'll also receive a range of benefits, including a £7,500 annual travel allowance, top-tier private medical and dental coverage, and a generous pension contribution.