CallTrackingMetrics (CTM)
Associate Technical Support Representative
CallTrackingMetrics (CTM), Millersville, Maryland, United States, 21108
Associate Technical Support Representative
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CallTrackingMetrics (CTM) .
CallTrackingMetrics 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.
Responsibilities
Serve as a member of the General Technical Support team, supporting inbound customer phone calls, chats, and emails, with a strong focus on diagnosing configuration and system‑level issues.
Triage inbound activities received through phone calls and chats, identifying misconfigurations, permission issues, or system behavior concerns.
Answer customer questions related to CTM product usage, system setup, and basic administrative configuration, resulting in direct resolutions when possible.
Transfer more complex or time‑intensive issues to the next level of support when necessary, providing clear technical context to ensure efficient resolution.
Begin to manage tickets in Zendesk, ensuring accurate documentation and keeping customers informed until resolution.
Meet expected volume thresholds for calls, chats, and tickets, while maintaining high‑quality technical troubleshooting standards.
Own the resolution of quick, frontline issues and collaborate with other Technical Support team members to deliver effective, technically sound solutions.
Follow established escalation procedures when an issue requires deeper investigation or engineering involvement.
Develop a strong working understanding of the CallTrackingMetrics system, including administrative settings, configurations, and common troubleshooting scenarios.
Stay up to date on new features and system changes that impact customer configurations.
Use existing knowledge base articles to guide resolutions and suggest improvements based on observed configuration issues or recurring questions.
Assist with QA testing of new features, designs, and processes prior to deployment, identifying system‑level issues or unexpected behavior and reporting them to the engineering team.
Listen to customer feedback and advocate for their needs by identifying configuration patterns or system gaps that impact customer success.
Provide feedback to management on system usability, setup complexity, and opportunities to improve the product and reduce inbound support volume.
Qualifications
An Associate’s Degree in Information Technology, Systems Administration, Networking, or a related technical field, or equivalent hands‑on experience.
Foundational knowledge of system administration concepts, including application configuration, user permissions, and environment setup.
Basic understanding of computer networking concepts (DNS, IPs, ports, firewalls) and how systems interact across networks.
Familiarity with computer hardware and how it supports software and system performance.
Exposure to or interest in working with SaaS / UCaaS platforms.
Experience with, or strong aptitude for, learning a new online ticketing system.
Strong problem‑solving and critical thinking skills, with an analytical approach to troubleshooting.
The ability to adapt in a fast‑paced environment with frequent change.
Comfort working under deadlines and managing multiple priorities.
Strong attention to detail when documenting issues and configurations.
The ability to work independently while collaborating effectively across teams.
Strong written and verbal communication skills, with the ability to explain technical concepts to non‑technical users.
Benefits & Compensation
Your salary will be based on role level, education, experience, and other factors.
Quarterly bonuses up to 15% of your quarterly salary when revenue goals are met.
Annual merit increases for employees meeting expectations.
Hybrid work schedule: Monday and Friday work from home, with optional “Summer Fridays” after 5 years of service.
Paid time off: up to 30 days per year, depending on tenure.
Work‑from‑anywhere weeks: two per year, with additional weeks earned with tenure.
8 paid holidays plus a floating birthday or federal/religious holiday, with additional floats earned with tenure.
24 hours of voluntary time off (VTO) for volunteering.
401(k) plan with employer matching up to 5%, immediately vested.
Medical, dental, vision, prescription coverage for employees and families; HSA and FSA pre‑tax options; employer match for HSA.
Up to 4 weeks paid parental leave, depending on tenure.
Basic life and AD&D coverage equal to base salary.
Short‑term disability coverage at 100% salary after 6 months.
Access to telephonic counseling, legal advice, and will preparation services.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities/Affirmative Action
Seniority Level Entry level
Employment Type Full‑time
Job Function Information Technology
Industries Telecommunications
#J-18808-Ljbffr
CallTrackingMetrics (CTM) .
CallTrackingMetrics 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.
Responsibilities
Serve as a member of the General Technical Support team, supporting inbound customer phone calls, chats, and emails, with a strong focus on diagnosing configuration and system‑level issues.
Triage inbound activities received through phone calls and chats, identifying misconfigurations, permission issues, or system behavior concerns.
Answer customer questions related to CTM product usage, system setup, and basic administrative configuration, resulting in direct resolutions when possible.
Transfer more complex or time‑intensive issues to the next level of support when necessary, providing clear technical context to ensure efficient resolution.
Begin to manage tickets in Zendesk, ensuring accurate documentation and keeping customers informed until resolution.
Meet expected volume thresholds for calls, chats, and tickets, while maintaining high‑quality technical troubleshooting standards.
Own the resolution of quick, frontline issues and collaborate with other Technical Support team members to deliver effective, technically sound solutions.
Follow established escalation procedures when an issue requires deeper investigation or engineering involvement.
Develop a strong working understanding of the CallTrackingMetrics system, including administrative settings, configurations, and common troubleshooting scenarios.
Stay up to date on new features and system changes that impact customer configurations.
Use existing knowledge base articles to guide resolutions and suggest improvements based on observed configuration issues or recurring questions.
Assist with QA testing of new features, designs, and processes prior to deployment, identifying system‑level issues or unexpected behavior and reporting them to the engineering team.
Listen to customer feedback and advocate for their needs by identifying configuration patterns or system gaps that impact customer success.
Provide feedback to management on system usability, setup complexity, and opportunities to improve the product and reduce inbound support volume.
Qualifications
An Associate’s Degree in Information Technology, Systems Administration, Networking, or a related technical field, or equivalent hands‑on experience.
Foundational knowledge of system administration concepts, including application configuration, user permissions, and environment setup.
Basic understanding of computer networking concepts (DNS, IPs, ports, firewalls) and how systems interact across networks.
Familiarity with computer hardware and how it supports software and system performance.
Exposure to or interest in working with SaaS / UCaaS platforms.
Experience with, or strong aptitude for, learning a new online ticketing system.
Strong problem‑solving and critical thinking skills, with an analytical approach to troubleshooting.
The ability to adapt in a fast‑paced environment with frequent change.
Comfort working under deadlines and managing multiple priorities.
Strong attention to detail when documenting issues and configurations.
The ability to work independently while collaborating effectively across teams.
Strong written and verbal communication skills, with the ability to explain technical concepts to non‑technical users.
Benefits & Compensation
Your salary will be based on role level, education, experience, and other factors.
Quarterly bonuses up to 15% of your quarterly salary when revenue goals are met.
Annual merit increases for employees meeting expectations.
Hybrid work schedule: Monday and Friday work from home, with optional “Summer Fridays” after 5 years of service.
Paid time off: up to 30 days per year, depending on tenure.
Work‑from‑anywhere weeks: two per year, with additional weeks earned with tenure.
8 paid holidays plus a floating birthday or federal/religious holiday, with additional floats earned with tenure.
24 hours of voluntary time off (VTO) for volunteering.
401(k) plan with employer matching up to 5%, immediately vested.
Medical, dental, vision, prescription coverage for employees and families; HSA and FSA pre‑tax options; employer match for HSA.
Up to 4 weeks paid parental leave, depending on tenure.
Basic life and AD&D coverage equal to base salary.
Short‑term disability coverage at 100% salary after 6 months.
Access to telephonic counseling, legal advice, and will preparation services.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities/Affirmative Action
Seniority Level Entry level
Employment Type Full‑time
Job Function Information Technology
Industries Telecommunications
#J-18808-Ljbffr