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Support Technician
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- 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.
- Provide accurate and timely updates to our customers and document all updates in the customer's cases on CallTower's CRM tool (Salesforce)
- 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
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