Technical Support Specialist
4 weeks ago
At CallTower, we are seeking a highly skilled and dedicated Technical Support Technician to join our team. As a key member of our Technical Support Team, you will be responsible for managing support cases for our suite of products and providing timely customer communication.
Key Responsibilities:- Manage and troubleshoot high-profile and difficult technical issues, working 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.
- Perform any other duties as assigned by management.
- 1+ years' experience working with VoIP (Preferred).
- 2+ years' experience in a technical support environment.
- Associates Degree or equivalent experience.
- 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).
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