Cisco Support Technician

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Description

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
  
  

Salary Description

$47,000 to $54,000 a year