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.
What you'll do
- 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 workf