Technical Support Professional

Job Purpose

The Technical Support Professional is responsible for delivering high quality technical support across CallTower’s Microsoft ecosystem, with a focus on Microsoft Teams Direct Routing and Operator Connect, Five9, CallTower’s white labeled contact center platform, and the company’s voice infrastructure powered by the proprietary CallTower Connect platform.

The ideal candidate is technically strong, customer focused, inquisitive, and comfortable working across multiple platforms to drive issues to resolution while maintaining clear, effective communication with customers and internal stakeholders.

Duties:

• Manage and troubleshoot high-profile and difficult technical issues, working issues to resolution and achieving customer satisfaction

• Provide support 8-5 BST (British Summer Time Zone)

• Provide updates to customers and management on the status of urgent and high-profile issues

• Subject Matter Expert for Microsoft, Five9 and CallTower’s other vendors and third-party groups.

• Provide accurate and timely updates to our customers and document all updates in the customers’ cases on CallTower’s CRM tool (Salesforce)

• Provide updates to executive level individuals on the status of urgent and high-profile issues.

• 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

• Willing and able to apply industry’s best practices regarding Information Security to all activities

• Any other duties as assigned by management.

• Develop and maintain training for team members for their professional growth and expertise. Includes providing down training and mentoring. 

• Interact and consult with CallTower Engineers and Developers to evaluate and resolve technical issues.

Minimum Qualifications 

• 2+ years’ experience supporting Microsoft Teams Admin Center 

• 2+ years of supporting VoIP 

• 4-6+ years’ experience in a customer-facing technical support environment 

• Associate degree or 3+ years’ equivalent experience (bachelor’s preferred) 

• Hold the MS-700 Certificate 

• 1+ years of experience implementing or supporting Five9. 

• Demonstrate ability to manage complex escalations and troubleshoot multi-system issues 

•Must have exceptional interpersonal and communication skills 

• Must be fluent in English (spoken and written) 

Preferred Qualifications 

• 4+ years’ experience supporting Microsoft Teams and the Teams Admin Center 

• Technical writing experience 

• Experience across other UCaaS / CCaaS platforms such as Five9, Webex, and Sansay is highly valued 

• Bachelor’s degree