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Virtual Technical Support Specialist

2 months ago

Provo, Utah, United States CallTower Full time
Objective:

The Senior Technical Support Specialist for CT Cloud will be an integral part of CallTower's Technical Support Team. This role is tasked with overseeing and assisting in complex support cases related to CallTower's hosted CT Cloud Voice, CT Cloud SIP, Fax, Contact Center, and CallTower Connect services. The senior specialist will collaborate closely with team members to provide comprehensive solutions to customer technical support challenges.

Responsibilities:
  • Guide and develop a team of Tier 1 Technical Support Specialists, including training on advanced technical challenges.
  • Serve as the primary escalation point for critical, high-profile, and challenging technical matters, ensuring resolution and customer satisfaction.
  • Act as a Subject Matter Expert for CallTower's CT Cloud Voice/Metaswitch, SIP, Fax, Contact Center, and CallTower Connect services.
  • Participate in the after-hours support rotation, addressing urgent technical issues and expedited MACDs in accordance with CallTower's Service Level Agreement.
  • Provide status updates to executive-level stakeholders on urgent and significant issues.
  • Collaborate with Technical Support Engineers and Developers to assess and resolve technical challenges.
  • Deliver timely and precise updates to customers and document all interactions in CallTower's CRM tool (Salesforce).
  • Design and maintain training programs for team members to enhance their professional development and expertise.
  • Diagnose issues related to user configurations, network and security settings, server management, hardware/software failures, and VoIP concerns.
  • Foster a culture of continuous improvement, focusing on process efficiency and customer satisfaction.
  • Join escalated customer account calls as a technical resource.
  • Be readily available to handle inbound calls from CallTower's customers, adhering to CallTower's Core Behaviors.
  • Collaborate with other departments while maintaining professional communication through CallTower's communication channels.
  • Perform any additional duties as assigned by management.
Qualifications:

Essential Requirements:
  • 4+ years of experience in a technical support setting.
  • 2+ years of experience with VoIP/Networking technologies.
  • Associate's degree or equivalent experience, along with two industry-recognized networking certifications (Network+, SSCA - SIP School, Security+) or one intermediate certification.
  • Exceptional interpersonal and communication skills are a must.
  • Fluency in English (both spoken and written) is required.
Desirable Qualifications:
  • A Bachelor's degree is preferred. Certification in Metaswitch Class 4 Switching Basics is advantageous.
  • Experience in implementing or supporting the Intermedia Contact Center Solution.
  • Proficiency in technical writing, including the creation of knowledge base articles, user manuals, troubleshooting guides, and other training materials.