About Us:
Located in the Dallas - Fort Worth Metroplex, Cytracom has evolved from an established VoIP provider of business voice services sold through IT channels into a rapidly growing UCaaS provider that will DOUBLE in size this year! Communication is a critical component for everyday business and it's our company mission to Connect the Modern Workforce! We have taken voice communications to the next level by adding mobility, desktop integration, and messaging to allow businesses, their employees, and now customers to stay in touch at any time in any location, any way they want! But we’re not done yet, there’s still more to accomplish!
As for our amazing team, we are always on the hunt for top talent to join the Cytracom family! We hold our company culture near and dear as it represents an intermix between passion for leadership and passion for an active, healthy life centered around family and friends. We love going to work and think you should too, so let's connect!
Our Benefits:
- Medical, dental, and vision insurance is available
- 401K
- Disability and Life insurance
- Paid vacations and holidays
- Flexible PTO policy
- Casual, laid-back work environment
- Free refreshments
- Standing desks
Here’s a closer look at this key role:
Here at Cytracom, we look for high-energy, team-oriented support specialists! As a Triage Support Specialist, you will answer all inbound calls and provide our customers with a personalized human touch every time they call. Delight our customers with empathy, ownership, and understanding. Conduct initial triage of the issue to determine the best teammate to take ownership of the ticket to ensure we are efficiently solving customer issues.
Responsibilities:
- Field all incoming queue calls and conduct Initial triage, to define and get the issue to the right person
- Daily multitasking and prioritizing of queue calls and chats; effective time-management
- Communicate clearly and efficiently with customers, partners, team, and cross-team members.
- Evolving familiarity with Cytracom products and integrations
- Assist with basic issues such as password resets, sharing help guides, and outage intake within the Cytracom product base and integrations
- Escalate tickets/calls promptly, if needed, based on the severity
- Participate in on-call rotation
Requirements:
- Ability to thrive under pressure
- Customer-obsessed mindset
- Ability to multitask effectively
- Passion for technology
- Working knowledge of Zendesk
- De-escalation techniques
- Strong empathy for the customer and the ability to tailor communication for the given audience
Cytracom, LLC is an Equal Opportunity Employer and supports a diverse, inclusive work environment. All qualified applicants will receive consideration for employment without regard to protected characteristics, including race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity or age.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
Ability to Relocate:
- Allen, TX: Relocate before starting work (Required)
Work Location: In person