Description
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.
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, empathising with customers, and resolving issues in a timely and effective manner. 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 optimise 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.
What We Offer: In addition to NHS coverage, you will have access to supplemental insurance 100% covered (and your dependents covered at 85%). Competitive pension scheme, life insurance, paid leave and sick leave. Complimentary mental health support via Modern Health. Family planning support via Carrot (fertility, adoption, and surrogacy). Flexible and generous time off and sick time benefits. Transportation & Commuter Benefits. Monthly 'Lifestyle Wallet' to use for benefits like personal fitness (e.g., gym memberships, fitness equipment, etc.) to pet care to nutrition coaching, and more. Supplemental reimbursement for Gender Affirmation procedures and services. Legal services - access to online tools to legal forms.