What are the responsibilities and job description for the Support Technician position at CallTower, Inc.?
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.
PDN-9d431444-e4c8-4d15-9c86-c742ab02882f
