Cloud Support Specialist

1 day ago

South Jordan, Utah, United States CallTower Full time
Job Purpose:

The Technical Support Specialist will be a key member of CallTower's Technical Support Team, responsible for managing and supporting escalated support cases related to CallTower's hosted Meta switch/SIP, Microsoft Teams, or Cisco platforms.

Duties and 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, providing 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, providing accurate and timely updates to customers and documenting 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, understanding and diagnosing 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, documenting and publishing processes and procedures in CallTower's Solution Center.
Requirements:
  • 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, including 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.

We are 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 teams are hungry, humble, and people smart, and we are looking for candidates who can 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.

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