Remote Microsoft Support Technician
Job Purpose:
The Technical Microsoft Support Technician –will work as a member of the CallTower’s Microsoft Technical Support Team. The position is responsible for managing support cases for CallTower’s 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 satisfactionSpecialize in working issues for CallTower’s hosted platformsProvide updates to customers and management on the status of urgent and high-profile issuesInteract and escalate issues with CallTower’s vendors and third-party groupsProvide 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 expertiseUnderstand and diagnose issues related to user configuration, network and security settings, server administration, hardware/software failures, and VoIP issuesMaintain a mindset of continuous improvement, in terms of efficiency of processes & customer satisfaction and optimizationDocument and publish processes and procedures in CallTower’s Solution CenterAny 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 environmentAssociates Degree or equivalent experienceTechnical writing experienceHold or commitment to obtain an industry recognized certification (MS-102, MS 900, MS700, SIP School) within six months of hire dateMust have exceptional interpersonal and communication skillsMust be fluent in English (spoken and written)
Apply Now
The Technical Microsoft Support Technician –will work as a member of the CallTower’s Microsoft Technical Support Team. The position is responsible for managing support cases for CallTower’s 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 satisfactionSpecialize in working issues for CallTower’s hosted platformsProvide updates to customers and management on the status of urgent and high-profile issuesInteract and escalate issues with CallTower’s vendors and third-party groupsProvide 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 expertiseUnderstand and diagnose issues related to user configuration, network and security settings, server administration, hardware/software failures, and VoIP issuesMaintain a mindset of continuous improvement, in terms of efficiency of processes & customer satisfaction and optimizationDocument and publish processes and procedures in CallTower’s Solution CenterAny 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 environmentAssociates Degree or equivalent experienceTechnical writing experienceHold or commitment to obtain an industry recognized certification (MS-102, MS 900, MS700, SIP School) within six months of hire dateMust have exceptional interpersonal and communication skillsMust be fluent in English (spoken and written)
Apply Now