Premium Tech Solutions Analyst I (Hybrid)

Currency Technics + Metrics Inc; Millersville (MD); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Hybrid work schedule

Quarterly bonuses

Generous paid time off (up to 30 days)

Parental leave up to 4 weeks

Medical, dental, vision coverage

401k with employer matching

Job summary

CTM seeks a Premium Technical Solutions Analyst I to act as the primary technical contact for our highest-value premium customers, managing their technical needs and ensuring timely resolution under SLAs.

In this role you will handle inbound inquiries via phone, chat, and email, manage Zendesk tickets, and collaborate with Engineering, Product, and other teams to deliver effective solutions while advocating for customer needs.

Qualifications

• Associate degree in a technology-related field or equivalent experience.
• 3–5 years of experience working on a help desk or in a contact center supporting SaaS or UCaaS platforms.
• At least 1 year of CTM product knowledge experience.

Responsibilities

• Serve as the primary technical point of contact for CTM’s highest revenue-generating customers receiving premium support.
• Answer inbound phone calls, chats, and emails from premium support customers.
• Maintain adherence to applicable Service Level Agreements (SLAs).
• Manage tickets in Zendesk and keep customers informed until a resolution is implemented.
• Own the resolution of assigned issues and collaborate with other Technical Solutions team members as necessary.

Skills

Problem-solving

Communication

Ticketing system

Time-management

Escalation awareness

Education

Associate degree in technology or related field

Job description

CTM seeks a Premium Technical Solutions Analyst I to act as the primary technical contact for our highest-value premium customers, managing their technical needs and ensuring timely resolution under SLAs.

In this role you will handle inbound inquiries via phone, chat, and email, manage Zendesk tickets, and collaborate with Engineering, Product, and other teams to deliver effective solutions while advocating for customer needs.