Job Purpose:

The Support Technician -will work as a member of the CallTower's Technical Support Team. The position is responsible for managing and supporting escalated support cases regarding either CallTower's hosted Meta switch/SIP, Microsoft Teams, or Cisco platforms. The technician will work collaboratively with fellow team members to take a holistic approach to customer technical support issues. The position will escalate to Sr. Technical Support Technicians/Support Engineers to resolve issues. Potential candidates must be CallTower dedicated, action oriented and smart and inquisitive.

Duties:

* Manage and troubleshoot, high profile and difficult technical issues. Working issues 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

* Any other duties as assigned by management

Skills/Qualifications:

To perform this job successfully, individuals must be able to perform each essential duty satisfactorily based on company standards. The requirements listed below are representative of the knowledge, skill, and/or ability required to perform the job successfully.

* 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)