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)
About CallTower: CallTower offers a competitive compensation package based on education and experience. We also offer health, dental and vision insurance, 401(k) with company match, reimbursement for industry-related education, generous PTO policy, paid holidays and much more. CallTower provides exceptional training and growth opportunities for individuals who want to expand their horizons and take their career to the next level. CallTower is a rapidly growing 17-year-old company that exists to enable people to easily connect to… (we fill in the blank depending on the customer and their purpose/mission/values. Ask us for examples.) We provide, integrate and support industry-leading, cloud-based, unified communications and collaboration services for business customers. Our offering is a simple but a power suite of products and applications to businesses around the globe. Our employees are: 1) CallTower Dedicated, 2) Action Oriented, 3) Smart & Inquisitive. Our teams are 1) Hungry, 2) Humble, and 3) People Smart. Candidates need to demonstrate they can: embrace change, listen, collaborate, have fun, be tenacious, empower employees to grow and scale the company, be known for our expertise, and grow as an organization. All activities and priorities are to be aligned with CallTower’s thematic goal and corporate playbook
Communication Technical Writing VoIP Networking Technical Support