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

• Specialize in working issues for Non-CallTower hosted platforms, IE Five9, CT Text, and Zoom.

• 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/Webex calling) within six months of hire date

• Must have exceptional interpersonal and communication skills

• Must be fluent in English (spoken and written)

Benefits:

·Annual market comp evaluation

·85% employer paid medical plans (HDHP and PPO options)

·Dental/Vision

·PTO accrual starts day one

·100% 401k match on first 4%

·Paid Parental Leave

·100% Employer paid life insurance, LTD, EAP, telehealth, Gym Pass