Apply on Employer Site

CallTrackingMetrics (CTM) · 4 hours ago

Associate Technical Support Representative

Millersville, MD

Full-time

Hybrid

New Grad, Entry Level

CallTrackingMetrics is a cutting edge software within the SaaS/UCaaS space helping drive revenue for 100,000+ clients in over 90 different countries. They are seeking an Associate Technical Support Representative to support inbound customer interactions, diagnose technical issues, and assist with system configurations. This role involves collaborating with the support team to ensure effective resolutions and maintaining high-quality standards in technical troubleshooting.

AnalyticsSaaSSoftware

Comp. & Benefits

Responsibilities

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

Qualification

System AdministrationTechnical TroubleshootingComputer NetworkingSaaS/UCaaS ExposureOnline Ticketing SystemProblem-SolvingCritical ThinkingAttention to DetailWritten CommunicationVerbal Communication

Required

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

Benefits

Quarterly bonuses up to 15% of that quarter’s salary when we reach our revenue goals

Annual merit increases to team members who are meeting our expectations

Hybrid work schedule with Mondays and Fridays as our work from home days

Summer Fridays

Paid-Time-Off policy that allows employees to accrue up to 30 days per year

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

Company

CallTrackingMetrics (CTM)

CallTrackingMetrics (CTM) is the only digital platform that uses call tracking intelligence to inform contact center automation—resulting in a more personalized customer experience.

Founded in 2012