CallTrackingMetrics is a cutting edge software within the SaaS/UCaaS space helping drive revenue for 100,000+ clients in over 90 different countries.
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, conversation 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.
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.
We are looking for a Colorado-based Technical Support Engineer to join our team. As our Colorado-based Technical Support Engineer, you will:
- Serve as a member of our Help Desk team to answer inbound customer phone calls, chats and emails regarding customer’s questions on product use, how to set up CTM’s software, and triaging Tier 1 issues.
- Meet expected volume thresholds for calls, chats and tickets.
- Manage tickets in Zendesk to ensure customers remain informed until a resolution is put in place.
- Own the resolution of issues. Collaborate with other Help Desk team members, when necessary, to ensure we are delivering the best solution possible.
- Identify and escalate complicated issues to Tier 2 and developers, when necessary.
- Master the ins and outs of how to use the CallTrackingMetrics system.
- Stay up to date on new features, and prepare to discuss them with customers.
- Use existing knowledge base articles to guide you to resolutions. Suggest improvements to existing knowledge base articles. Create new knowledge base articles where none currently exist.
- Help update how-to documentation and tutorials on the website to address common questions.
Stay current on competitive insight- -watching for changes in the industry, recognizing how CTM is different, and having the ability to explain those differences to vendors.
Add input on new feature development- -serving as the voice of the customer, ensuring solutions meet customers needs and reduce inbound inquiries.
- Assist with QA testing of new features, designs and processes prior to deployment, reporting any bugs to the engineering team.
- Listen to customer feedback, and advocate for their needs to the organization.
- Provide feedback to management about how we can improve our product to stay competitive.
What skills will help you to be effective on our team?
- Residency in Colorado
- An Associates Degree in a technology field or equivalent experience
- Excellent problem solving and critical thinking skills
- Experience working on a help desk or in a call center supporting SaaS/UCaaS platforms
- Experience working with an online ticketing system.
- An understanding of how computer networks and computer equipment work together
- A high-level of accommodation and flexibility to work in a fast-paced environment of constant change
- Not afraid of deadlines and able to perform well under pressure
- Strong attention to detail
- The ability to work independently, but also be a strong team player across the organization
- Strong communication skills and the ability to communicate with anyone
What you get in return:
- Not to brag, but we are an awesome team of people
- The CO-based hourly range for this role is $28.85 - $31.25, not inclusive of bonus and benefits. Our salary ranges are determined by experience, leveling, skills, qualifications, and location. Our team can share more information regarding our benefits package and bonus program with you.
- We love to give our annual merit increases to team members who are meeting our expectations
- When we win, you win - we pay quarterly bonuses up to 15% of that quarter’s salary when we reach our revenue goals
- We offer a hybrid in-office work schedule based upon the employee’s position and performance
- Generous Paid-Time-Off policy that allows employees to accrue up to 30 days per year, depending upon tenure
- 8 paid holidays, plus one additional floating holiday employees can use to celebrate their birthday or a federal or religious holiday or their choice
- 24 hours of VTO (voluntary time off) allows employees to take paid time off to volunteer at they favorite charities or support their causes
- 401k Plan with per-pay employer matching up to 5%, that you are immediately vested in
- Free basic medical, dental, and prescription coverage for employees and generous coverage for your family; plus both HSA and FSA pre-tax account options, which can be used to pay for health related expenses
- Up to 4 weeks of paid parental leave
- Free basic life insurance and AD&D coverage equal to your annual 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
Want to learn more about what a typical day would look like in this role? Check it out here! (right click to open in a new window)
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities/Affirmative Action