Job Purpose:
The Technical Microsoft Support Technician will work as a member of the CallTowers Microsoft Technical Support Team. The position is responsible for managing support cases for CallTowers suite of products, namely Microsoft Teams and Office 365, as well as providing timely customer communication. 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 CallTowers hosted platforms
Provide updates to customers and management on the status of urgent and high-profile issues
Interact and escalate issues with CallTowers vendors and third-party groups
Provide accurate and timely updates to our customers and document all updates in the customer’s cases on CallTowers 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 CallTowers 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 or Microsoft Teams (Preferred)
2+ years experience in a technical support environment
Associates Degree or equivalent experience
Technical writing experience
Hold or commitment to obtain an industry recognized certification (MS-102, MS 900, MS700, SIP School) within six months of hire date
Must have exceptional interpersonal and communication skills
Must be fluent in English (spoken and written
