Support Technician

3 weeks ago

Rochester NY, United States CallTower, Inc. Full time

Job Purpose: The Tier 1 Support Technician will work as a member of the Technical Services Team within the CallTower Division of CallTower, Inc. to deliver excellent support experiences for our clients based on documented procedures. The technician is responsible for managing and supporting email and voice add, move, and change requests for CallTower clients. The technician will work collaboratively with Tier 2 support for CallTower clients. The Tier 1 Support Technician must strive to delight our customers, have a bias for action and demonstrate a passion for excellence. Core Objective: All activities and priorities are to be aligned with CallTower’s thematic goal and corporate playbook. We exist to connect people and behave with: 1) passion and willingness for excellence, 2) bias for action, 3) a focus to engage with and delight our customers. We aspire to listen, collaborate, have fun, be tenacious, support employees desire to continually improve, learn and grow, and be known for our expertise Duties:

  • Monitor network circuit performance and open support cases immediately for resolution
  • Provide quality service to customers within the CallTower’s Service Level Agreement
  • Answer and resolve incoming call, email, and chat requests for CallTower support relating to hosted voice and data communications
  • Use company provisioning system to facilitate add, move, change, and delete requests for existing clients as needed
  • Educate clients in the use of CallTower systems and applications as related to Internet
  • Obtain general understanding of OS and application operations related to company offered services
  • Correct possible configuration issues for clients
  • Escalate support cases to Tier 2 support promptly as needed
  • Must be willing to work nights and weekends
  • Maintain a mindset of continuous improvement, in terms of efficiency of processes & customer satisfaction and optimization
  • Any other duties as assigned by management
Essential skills and experience:
  • BS degree or equivalent work experience required, graduate or advance technical training strongly preferred Must possess a strong, can-do commitment to delivering excellent customer experiences
  • Ability to empathize with customer concerns and have a focus on providing timely and accurate solutions
  • Must be punctual and dependable for assigned shift
  • Must have exceptional interpersonal and communication skills
  • Must be fluent in English (spoken and written)
  • Must have a strong desire to learn and recommend new technologies
  • Must be able to work independently and efficiently to meet deadlines in a fast-paced environment
  • Be able to document and troubleshoot multiple systems
  • Industry certifications strongly preferred. Commitment to obtain necessary certifications within six months of hire date.
  • Experience working with Microsoft and Cisco IOS a plus
  • Experience with solving hardware and software issues
  • Proficient in Internet related applications such as E-Mail clients, FTP clients and Web Browsers
  • Technical Call Center Experience

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