CallTrackingMetrics is a cutting edge software within the SaaS/UCaaS space helping drive revenue for 100,000+ clients in over 90 different countries.
Our Purpose: To create a better human experience through technology
Our Mission: We empower businesses with the tools to transform conversations into an advantage
Our Vision: We revolutionize the ways in which people and businesses connect
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, 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.
- We enable automation through powerful AI features to enhance workforce productivity, discover business opportunities and improve the human experience of communication by reducing the time spent on boring tasks and allowing more human time to interact.
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 Representative to join our team. As a successful Associate Technical Support Representative, you will:
- Serve as a member of the General Technical Support team, supporting inbound customer phone calls, chats, and emails, with a strong focus on diagnosing configuration and system-level issues.
- Triage inbound activities received through phone calls and chats, identifying misconfigurations, permission issues, or system behavior concerns.
- Answer customer questions related to CTM product usage, system setup, and basic administrative configuration, resulting in direct resolutions when possible.
- Transfer more complex or time-intensive issues to the next level of support when necessary, providing clear technical context to ensure efficient resolution.
- Begin to manage tickets in Zendesk, ensuring accurate documentation and keeping customers informed until resolution.
- Meet expected volume thresholds for calls, chats, and tickets, while maintaining high-quality technical troubleshooting standards.
- Own the resolution of quick, frontline issues and collaborate with other Technical Support team members to deliver effective, technically sound solutions.
- Follow established escalation procedures when an issue requires deeper investigation or engineering involvement.
- Develop a strong working understanding of the CallTrackingMetrics system, including administrative settings, configurations, and common troubleshooting scenarios.
- Stay up to date on new features and system changes that impact customer configurations.
- Use existing knowledge base articles to guide resolutions and suggest improvements based on observed configuration issues or recurring questions.
- Assist with QA testing of new features, designs, and processes prior to deployment, identifying system-level issues or unexpected behavior and reporting them to the engineering team.
- Listen to customer feedback and advocate for their needs by identifying configuration patterns or system gaps that impact customer success.
- Provide feedback to management on system usability, setup complexity, and opportunities to improve the product and reduce inbound support volume.
What skills will help you to be effective on our team?
- An Associate’s Degree in Information Technology, Systems Administration, Networking, or a related technical field, or equivalent hands-on experience.
- Foundational knowledge of system administration concepts, including application configuration, user permissions, and environment setup.
- A basic understanding of computer networking concepts (DNS, IPs, ports, firewalls) and how systems interact across networks.
- Familiarity with computer hardware and how it supports software and system performance.
- Exposure to or interest in working with SaaS / UCaaS platforms.
- Experience with, or strong aptitude for learning, an online ticketing system.
- Strong problem-solving and critical thinking skills, with an analytical approach to troubleshooting.
- The ability to adapt in a fast-paced environment with frequent change.
- Comfort working under deadlines and managing multiple priorities.
- Strong attention to detail when documenting issues and configurations.
- The ability to work independently while collaborating effectively across teams.
- Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
What you get in return:
- The expected salary range for this role may differ based upon the candidate. Salary presented with a job offer will be based on factors such as calibrated job level, educational background, prior work experience, qualifications, skills, competencies, and proficiency for the role.
- When we win, you win - we pay quarterly bonuses up to 15% of that quarter’s salary when we reach our revenue goals
- We love to give out annual merit increases to team members who are meeting our expectations
- We offer a hybrid work schedule with Mondays and Fridays as our work from home days. Once an employee reaches 5 years of service, they are eligible for Summer Fridays
- Generous Paid-Time-Off policy that allows employees to accrue up to 30 days per year, depending upon tenure
- 2 work from anywhere weeks per year, with additional weeks earned with tenure
- 8 paid holidays, plus one additional floating holiday employees can use to celebrate their birthday or a federal or religious holiday of their choice, with additional floating holidays earned with tenure
- 24 hours of VTO (voluntary time off) allows employees to take paid time off to volunteer at their favorite charities or support their causes
- 401k Plan with per-pay employer matching up to 5%, that you are immediately vested in
- Medical, dental, vision and prescription coverage for employees and their families; plus both HSA and FSA pre-tax account options, which can be used to pay for health related expenses. We even offer an employer match for the HSA plan
- Up to 4 weeks of paid parental leave, depending on tenure
- Free basic life insurance and AD&D coverage equal to your annual base salary
- Free short term disability coverage at 100% of salary after being employed for 6 months
- Free access to a wide range of health and well-being information and services such as telephonic counseling, legal advice, and will preparation
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities/Affirmative Action
US
