Location: Provo,UT, USA
Purpose: The CT Cloud Senior Technical 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 CallTower's hosted CT Cloud Voice, CT Cloud SIP, Fax, Contact Center, and CallTower Connect platforms. The senior technician will work collaboratively with fellow team members to take a holistic approach to customer technical support issues. Duties: Train and mentor a team of Tier 1 Technical Support Technicians. Includes down training on escalated technical issues. Act as the escalation point for high priority, high profile, and difficult technical issues. Working issues to resolution and achieving customer satisfaction. Subject Matter Expert for CallTower's CT Cloud Voice/Metaswitch, SIP, Fax, Contact Center, and CallTower Connect platforms. Participates in the after-hours process and rotation of being available for any potential high priority technical issues and expedited MACD's. Working on those issues and MACD's according to CallTower's Service Level Agreement. Provide updates to executive level individuals on the status of urgent and high-profile issues. Interact and consult with the Technical Support Engineer and Developers to evaluate and resolve technical issues. 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. Join escalated and customer account calls as a technical resource. Be actively available to take inbound calls for CallTower's customers and behave according to CallTower's Core Behaviors. Collaborating with other departments and maintaining professional communication though CallTower's communication channels. Any other duties as assigned by management. Skills/Qualifications Minimum Requirements: 4 years' experience in a technical support environment. 2 years' experience working with VoIP/Networking. Associates degree or equivalent experience. Hold two industry recognized certification for networking (Network, SSCA - SIP School, Security), or one intermediate industry recognized certification. Must have exceptional interpersonal and communication skills. Must be fluent in English (spoken and written). Preferred Qualifications: Bachelor's degree preferred. Metaswitch Class 4 Switching Basics Certification. Experience implementing or supporting the Intermedia Contact Center Solution. Technical writing experience, including writing knowledge base articles, user manuals, troubleshooting guides, and other training materials.