Technical Support – Tier 1 Technician

This position is located in our Severna Park, MD headquarters

Are you looking for a position where you can showcase your drive and desire to grow, while working with your team members to constantly improve our products and achieve a better  customer experience? If so, we want to talk to you! 

We are looking for a Technical Support – Tier 1 Technician to join our team. As a successful Technical Support – Tier 1 Technician you will be responsible for handling inbound customer calls, chats and emails to address questions regarding CTM’s product and software set-up, as well as troubleshooting all tier 1 technical issues. 

As a successful Technical Support – Tier 1 Technician, your duties and responsibilities will include:

  • Answering inbound customer phone calls, chats and emails regarding customer’s questions on product use, how to set up CTM’s software, and triaging Tier 1 issues.
  • Meeting expected volume thresholds for calls, chats and tickets.
  • Following up with missed calls and voicemails to ensure no calls go unanswered.
  • Keeping track of tickets in ZenDesk to minimize unresolved cases.
  • Owning the resolution of issues–relying on support and input from team members, when necessary, to ensure we are delivering the best solution possible.
  • Listening to customer feedback, and advocating for their needs to the organization.
  • Identifying and escalating complicated issues to Tier 2 and developers, when necessary.
  • Assisting with QA testing of new features, designs and processes prior to deployment, reporting any bugs to the engineering team .

Other duties include: 

  • Mastering the ins and outs of how to use the CallTrackingMetrics system.
  • Adding input on new feature development–serving as the voice of the customer, ensuring solutions meet customers needs and reduce inbound inquiries.
  • Staying up to date on new features, and preparing to discuss them with customers.
  • Helping update how-to documentation and tutorials on the website to address common questions.
  • Adding knowledge base issues to the tracker as you use articles in your support conversations, as well as identifying deficiencies in those articles.
  • Participating in blog writing rotation, as requested by the marketing department 
  • Staying current on competitive insight–watching for changes in the industry, recognizing how CTM is different, and having the ability to explain those differences to vendors.
  • Providing feedback to management about how we can improve our product to stay competitive.

We require:

  • An Associates Degree in a technology field or equivalent experience.
  • Experience working on a help desk or in a call center supporting SaaS/UCaaS platforms.
  • Experience working with an online ticketing system.
  • An understanding of how computer networks and computer equipment work together.
  • Must demonstrate a high-level of accommodation and flexibility to work in a fast-paced environment of constant change; able to perform well under pressure and deadlines.
  • Strong attention to detail and organization.
  • The ideal candidate will be confident to work independently, but also a strong team player that is willing to help team members, including those outside their immediate team.
  • Strong communication skills and ability to communicate with all levels of the organization effectively.

What you get in return:

  • Competitive Salary
  • Eligible for quarterly bonuses with potential to earn up to 15% of salary
  • Generous PTO policy and flexible work schedule
  • 100% employer paid medical and dental coverage for employees; generous coverage for vision plans and dependents on medical and dental
  • Additional benefits include Employer-paid short and long-term disability, parental leave, etc.
  • 401K Plan with per-pay employer matching
  • Casual, fun working environment in a fast growing, dynamic start-up

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities/Affirmative Action

Apply Now