Microsoft Support Technician
CallTower
- Salt Lake City, UT
- Permanent
- Full-time
- Manage and troubleshoot, high profile and difficult technical issues. Working issues to resolution and achieving customer satisfaction
- Specialize in working issues for CallTower's hosted platforms
- Provide updates to customers and management on the status of urgent and high-profile issues
- Interact and escalate issues with CallTower's vendors and third-party groups
- Provide 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 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 CallTower's Solution Center
- Any other duties as assigned by management
- 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)