About Us:

Located in Allen TX Cytracom is the leading SaaS provider of business voice services delivered through the IT channel and our mission is to make business communications simple! As for the culture, we love going to work and think you should too! The team holds 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. Cytracom represents community, collaboration, camaraderie and we are DOUBLING in size this year! It's a very exciting time here at Cytracom and we are focused on finding the best talent as we continue to grow! Our Benefits:

• Medical, dental, and vision insurance is available • 401K • Disability insurance • Paid vacations and holidays • Flexible PTO policy • Casual, laid-back work environment • Free snacks

HERE'S A CLOSER LOOK AT THIS KEY ROLE:

Duties and Responsibilities:

• Provide Tier 1 support via phone and online ticketing system as required. Handle first call resolution while building strong customer relationships.
• Provide installation support for hardware/systems, online PBX administration, network and communications systems.
• Maintain, organize and manage daily task lists of ongoing customer issues and steps towards resolution.
• Perform troubleshooting analysis of Hosted PBX and associated systems when necessary.
• Assist in documenting issues and resolutions to maintain internal knowledge base.
• Recommend products and services aligned with client's needs.

Minimum requirements:

• Bachelors in Computer Science preferred
• Customer support/help desk experience preferred
• Strong verbal and written communication skills
• A healthy dose of patience

Technical Skills:

• VoIP experience a plus
• Understanding of network environments (Wired and Wireless)