Technical Support Specialist

1 month ago

Ellenville, New York, United States CallTower Full time
Job Title: Technical Support Specialist

We are seeking a highly skilled Technical Support Specialist to join our team at CallTower. As a Technical Support Specialist, you will be responsible for providing exceptional technical support to our customers, troubleshooting and resolving complex technical issues, and collaborating with our team to deliver outstanding customer service.

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, including VoIP, Microsoft Teams, and Cisco 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.
  • 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.
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. We also offer health, dental, and vision insurance, 401(k) with company match, reimbursement for industry-related education, generous PTO policy, paid holidays, and much more.

We provide exceptional training and growth opportunities for individuals who want to expand their horizons and take their career to the next level.

CallTower is a rapidly growing 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 offering is a simple but powerful suite of products and applications to businesses around the globe.

Our employees are:

  • CallTower Dedicated.
  • Action Oriented.
  • Smart & Inquisitive.

Candidates need to 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.

All activities and priorities are to be aligned with CallTower's thematic goal and corporate playbook.

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