Premium Technical Solutions Analyst I - Bonus Eligible

CallTrackingMetrics, LLC.; Millersville (MD); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid schedule

Paid time off

401k plan

Healthcare benefits

Parental leave

Job summary

CallTrackingMetrics, LLC in Millersville, MD seeks a Premium Technical Solutions Analyst I to join our team as the primary technical contact for premium customers, managing their technical needs and driving timely resolutions.

You will handle inbound inquiries, maintain SLAs, manage Zendesk tickets, and collaborate with Engineering and Product to deliver effective solutions and improve the customer experience.

Qualifications

• 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.
• Ability to independently resolve routine and moderately complex technical issues and recognize when escalation is necessary.

Responsibilities

• 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 escalate complex issues to Engineering, Product, or other teams when necessary.
• Provide input on new feature development as the voice of the customer, helping ensure solutions meet customer needs.
• Assist with QA testing of new features, designs, and processes before deployment and report identified defects or concerns to the appropriate team.
• Stay current on CTM’s features and troubleshooting processes and prepare to discuss changes with customers.

Skills

Help desk

SaaS/UCaaS

Zendesk

Troubleshooting

Communication

Ticketing system

Problem solving

Education

Associate degree in technology

Tools

CRM software

Knowledge base tools

Job description

CallTrackingMetrics, LLC in Millersville, MD seeks a Premium Technical Solutions Analyst I to join our team as the primary technical contact for premium customers, managing their technical needs and driving timely resolutions.

You will handle inbound inquiries, maintain SLAs, manage Zendesk tickets, and collaborate with Engineering and Product to deliver effective solutions and improve the customer experience.