Premium Technical Solutions Analyst I

CTM; Millersville (MD); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Quarterly bonuses

Annual merit increases

Hybrid work schedule

PTO 30 days

Work from anywhere weeks

Paid holidays

Floating holidays

Volunteer time off

401k matching

Health insurance

Dental plan

Vision plan

HSA/FSA options

Parental leave

Job summary

CTM, headquartered in Maryland, is hiring a Premium Technical Solutions Analyst I to be the primary technical contact for our highest-value premium customers. You will manage their technical needs, own issues through resolution, and ensure timely service under SLAs.

You will handle inquiries by phone, chat, and email, manage tickets in Zendesk, escalate when needed, contribute to feature development, QA testing, and help grow CTM’s knowledge base and customer experience.

Qualifications

• Associate degree in a technology-related field or equivalent experience.
• 3–5 years of experience on a help desk or in a contact center supporting SaaS or UCaaS platforms.
• At least 1 year of CTM product knowledge.
• Proven ability to train or assist new hires and junior team members with troubleshooting technology and software.
• Strong problem-solving and critical-thinking skills.
• Experience with an online ticketing or case-management system.

Responsibilities

• Serve as the primary technical 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 SLAs.
• Manage tickets in Zendesk and keep customers informed until a resolution is implemented.
• Own the resolution of assigned issues and collaborate with other team members when necessary.
• Listen to customer feedback and advocate for customer needs within the organization.
• Identify and escalate complicated issues to Engineering, Product, or other teams when necessary.
• Provide input on new feature development as the voice of the customer.
• Assist with QA testing of new features, designs, and processes before deployment.
• Continue to develop comprehensive knowledge of CTM’s system, features, configurations, and troubleshooting processes.
• Stay current on new features and discuss relevant changes with customers.
• Use knowledge base articles to guide troubleshooting and resolution; update/create articles when needed.
• Help update customer-facing how-to documentation and tutorials.

Skills

Help desk experience

SaaS/UCaaS knowledge

Troubleshooting

Communication skills

Training new hires

Cross-team collaboration

Education

Associate degree in technology

Equivalent experience

Tools

Zendesk

Job description

CTM 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.

Who are we hiring (and what will they do?)

We are looking for a Premium Technical Solutions Analyst I to join our team. The person in this role will serve as a primary technical point of contact for CTM’s highest-value premium support customers, helping manage their technical needs, own issues through resolution, and deliver timely service in accordance with applicable Service Level Agreements.

As a successful Premium Technical Solutions Analyst I you will:

• Serve as the primary technical point of contact for CTM’s highest revenue-generating customers receiving premium support, helping manage the technical aspects of the customer relationship
• Answer inbound phone calls, chats, and emails from premium support customers
• Maintain adherence to applicable Service Level Agreements (SLAs)
• Manage tickets in Zendesk and ensure customers remain informed until a resolution is implemented
• Own the resolution of assigned issues and collaborate with other Technical Solutions team members when necessary to deliver the best possible solution
• Listen to customer feedback and advocate for customer needs within the organization
• Identify and escalation complicated issues to Engineering, Product, or other appropriate teams when necessary
• Provide input on new feature development as the voice of the customer, helping ensure solutions meet customer needs and reduce avoidable inbound inquiries
• Assist with QA testing of new features, designs, and processes before deployment and report identified defects or concerns to the appropriate team
• Continue to develop comprehensive knowledge of CTM’s system, features, configurations, and troubleshooting processes
• Stay current on new features and prepare to discuss relevant changes with customers
• Use existing knowledge base articles and internal documentation to guide troubleshooting and resolution
• Recommend improvements to existing knowledge base articles and create new articles when documented guidance does not exist
• Help update customer-facing how-to documentation and tutorials to address common questions
• Stay current on relevant industry and competitive developments and understand how CTM differs from other available solutions
• Provide feedback to management regarding opportunities to improve CTM’s product, support processes, and customer experience

What skills will help you to be effective on our team?

• Associate degree in a technology-related field or equivalent experience
• Three to five years of experience working on a help desk or in a contact center supporting SaaS or UCaaS platforms
• At least one year of experience supporting CTM or equivalent demonstrated CTM product knowledge
• Proven ability to train or assist new hires and junior team members with troubleshooting technology and software
• Strong problem-solving and critical-thinking skills
• Experience working with an online ticketing or case-management system
• Understanding of how computer networks, applications, browsers, and computer equipment work together
• Ability to independently resolve routine and moderately complex technical issues and recognize when escalation is necessary
• Ability to adapt and remain effective in a fast-paced environment of continuous change
• Ability to manage deadlines and perform effectively under pressure
• Strong attention to detail
• Strong written and verbal communication skills, including the ability to communicate with individuals at varying levels of technical knowledge
• Proven ability to develop positive working relationships with other teams throughout CTM
• Strong organizational and time-management skills
• Customer-focused approach with a commitment to issue ownership and follow-through

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 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