Premium Technical Solutions Analyst I - High-Value Support

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, 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.