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Tech Support Specialist - Tier 1

Cytracom

Tech Support Specialist - Tier 1

Allen, TX
Full Time
Paid
  • Responsibilities

    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:

    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)