CallTrackingMetrics is a cutting edge software within the SaaS/UCaaS space helping drive revenue for 100,000+ clients in over 90 different countries.

WHAT DO WE DO?

• We help businesses determine which ad campaigns produce the highest return on investment, ultimately driving more conversions, increasing efficiencies, and automating their operations.
• We help contact centers support and better connect with their customers by offering a variety of tools such as our mobile app, conversation transcriptions, chat and text messaging features, queue tracking, and a bunch of incredible analytics.
• We help businesses to work remotely as effectively as they do in-person through our soft-phone and contact center support tools, helping thousands of businesses to employ team members around the world.
  Our headquarters is in Maryland, but we have team members around the country focused on helping our customers. We pride ourselves on our amazing culture, which you can learn about here.

We are looking for an Associate Technical Support Analyst to join our team. As a successful Associate Technical Support Analyst, you will:

• Serve as a member of the General Technical Support team to handle inbound customer phone calls, chats, and emails.
• Triage inbound activities received through phone calls and chats.
• Answer customer questions about assigned frontline tasks, and other tasks which result in a direct resolution for the customer.
• Transfer more in-depth calls and chats, and tasks requiring more experience or time to resolve to the next level to ensure availability for inbound activities.
• Begin to manage tickets in Zendesk, ensuring customers remain informed until resolution.
• Meet expected volume thresholds for calls, chats, and tickets.
• Own the resolution of quick, frontline issues. Collaborate with other Technical Support team members, when necessary, to ensure we are delivering the best solution possible.
• Follow established escalation procedures when presented with an issue for which a direct customer resolution cannot be provided.
• Develop an understanding of the ins-and-outs of how to use the CallTrackingMetrics system.
• Stay up to date on new features.
• Use existing knowledge base articles to guide you to resolutions. Suggest improvements to existing knowledge base articles.
• Assist with QA testing of new features, designs and processes prior to deployment, reporting any bugs to the engineering team.
• Listen to customer feedback, and advocate for their needs to the organization.
• Provide feedback to management about how we can improve our product to stay competitive.

WHAT SKILLS WILL HELP YOU TO BE EFFECTIVE ON OUR TEAM?

• An Associates Degree in a technology field, or at least one year of customer service experience
• Excellent problem solving and critical thinking skills
• Experience working on a help desk or in a call center, preferably supporting SaaS/UCaaS platforms
• Experience working with an online ticketing system.
• A basic understanding of how computer networks and computer equipment work together
• A high-level of accommodation and flexibility to work in a fast-paced environment of constant change
• Not afraid of deadlines and able to perform well under pressure
• Strong attention to detail
• The ability to work independently, but also be a strong team player across the organization
• Strong communication skills and the ability to communicate with anyone

Please refer the Job description for details