Job Purpose:
The Support Technician –will work as a member of the CallTower’s Technical Support Team. The position is responsible for managing and supporting escalated support cases regarding either CallTower’s hosted Meta switch/SIP, Microsoft Teams, or Cisco platforms. The technician will work collaboratively with fellow team members to take a holistic approach to customer technical support issues. The position will escalate to Sr. Technical Support Technicians/Support Engineers to resolve issues. Potential candidates must be CallTower dedicated, action oriented and smart and inquisitive.
Duties:
• Manage and troubleshoot, high profile and difficult technical issues. Working issues to resolution and achieving customer satisfaction
• Specialize in working issues for CallTower’s hosted platforms
• Provide updates to customers and management on the status of urgent and high-profile issues
• Interact and escalate issues with CallTower’s vendors and third-party groups
• Provide accurate and timely updates to our customers and document all updates in the customer's cases on CallTower’s CRM tool (Salesforce)
• Develop and maintain training for team members for their professional growth and expertise
• Understand and diagnose issues related to user configuration, network and security settings, server administration, hardware/software failures, and VoIP issues
• Maintain a mindset of continuous improvement, in terms of efficiency of processes & customer satisfaction and optimization
• Document and publish processes and procedures in CallTower’s Solution Center
• Any other duties as assigned by management
Skills/Qualifications:
To perform this job successfully, individuals must be able to perform each essential duty satisfactorily based on company standards. The requirements listed below are representative of the knowledge, skill, and/or ability required to perform the job successfully.
• 1+ years’ experience working with VoIP (Preferred)
• 2+ years’ experience in a technical support environment
• Associates Degree or equivalent experience (Bachelor’s preferred)
• Technical writing experience
• Hold or commitment to obtain an industry recognized certification for networking (Network+/CCENT/MTA) within six months of hire date
• Must have exceptional interpersonal and communication skills
• Must be fluent in English (spoken and written)
