Technical Support Specialist

4 weeks ago


Rochester, New York, United States CallTower Full time
Job Title: Support Technician

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.
Requirements:
  • 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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