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- Tasks: Deliver top-notch technical support for Microsoft Teams and VoIP systems.
- Company: Join a leading tech company focused on customer satisfaction and innovation.
- Benefits: Flexible hours, competitive pay, and opportunities for professional growth.
- Other info: Dynamic team environment with plenty of chances to learn and advance.
- Why this job: Be the go-to expert in tech support and make a real difference for customers.
- Qualifications: Experience with Microsoft Teams and VoIP, plus great communication skills.
The predicted salary is between 35000 - 45000 ÂŁ per year.
The Technical Support Professional is responsible for delivering high quality technical support across CallTower’s Microsoft ecosystem, with a focus on Microsoft Teams Direct Routing and Operator Connect, Five9, CallTower’s white labeled contact center platform, and the company’s voice infrastructure powered by the proprietary CallTower Connect platform. The ideal candidate is technically strong, customer focused, inquisitive, and comfortable working across multiple platforms to drive issues to resolution while maintaining clear, effective communication with customers and internal stakeholders.
Duties
- Manage and troubleshoot high-profile and difficult technical issues, working issues to resolution and achieving customer satisfaction.
- Provide support 8-5 BST (British Summer Time Zone).
- Provide updates to customers and management on the status of urgent and high-profile issues.
- Subject Matter Expert for Microsoft, Five9 and CallTower’s other vendors and third-party groups.
- Provide accurate and timely updates to our customers and document all updates in the customers’ cases on CallTower’s CRM tool (Salesforce).
- Provide updates to executive level individuals on the status of urgent and high-profile issues.
- Understand and diagnose issues related to user configuration, network and security settings, server administration, hardware/software failures, and VoIP issues.
- Maintain a mindset of continuous improvement, in terms of efficiency of processes, customer satisfaction, and optimization.
- Document and publish processes and procedures in CallTower’s Solution Center.
- Willing and able to apply industry’s best practices regarding Information Security to all activities.
- Any other duties as assigned by management.
- Develop and maintain training for team members for their professional growth and expertise, including providing down training and mentoring.
- Interact and consult with CallTower Engineers and Developers to evaluate and resolve technical issues.
Minimum Qualifications
- 2+ years’ experience supporting Microsoft Teams Admin Center.
- 2+ years of supporting VoIP.
- 4-6+ years’ experience in a customer-facing technical support environment.
- Associate degree or 3+ years’ equivalent experience (bachelor’s preferred).
- Hold the MS-700 Certificate.
- 1+ years of experience implementing or supporting Five9.
- Demonstrate ability to manage complex escalations and troubleshoot multi-system issues.
- Must have exceptional interpersonal and communication skills.
- Must be fluent in English (spoken and written).
Preferred Qualifications
- 4+ years’ experience supporting Microsoft Teams and the Teams Admin Center.
- Technical writing experience.
- Experience across other UCaaS / CCaaS platforms such as Five9, Webex, and Sansay is highly valued.
- Bachelor’s degree.
Technical Support Professional in London employer: CallTower Inc
Contact Detail:
CallTower Inc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Professional in London
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend tech meetups, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by brushing up on your technical skills and understanding the Microsoft ecosystem inside out. Practice common interview questions and scenarios related to VoIP and Microsoft Teams to show you're ready to tackle any challenge.
✨Tip Number 3
Don’t just wait for job postings to pop up! Be proactive and apply through our website. Tailor your application to highlight your experience with Microsoft Teams and customer support, making it clear why you’re the perfect fit.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Use this opportunity to reiterate your enthusiasm for the role and how your skills align with their needs.
We think you need these skills to ace Technical Support Professional in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with Microsoft Teams and VoIP support. We want to see how your skills match the job description, so don’t be shy about showcasing your technical prowess!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Technical Support Professional role. We love seeing enthusiasm and a customer-focused mindset, so let that personality come through!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled complex technical issues in the past. We’re looking for candidates who can manage escalations and drive issues to resolution, so share those success stories!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at CallTower Inc
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft Teams, Five9, and VoIP systems. Be prepared to discuss specific technical issues you've resolved in the past and how you approached them. This will show that you're not just familiar with the platforms but can also troubleshoot effectively.
✨Showcase Your Customer Focus
Since this role is all about customer satisfaction, think of examples where you've gone above and beyond for a customer. Be ready to explain how you handle difficult situations and maintain clear communication, especially when dealing with high-profile issues.
✨Prepare for Scenario Questions
Expect to be asked about how you'd handle specific technical scenarios or escalations. Practise articulating your thought process and problem-solving strategies. This will demonstrate your ability to think on your feet and manage complex issues.
✨Highlight Continuous Improvement Mindset
Be ready to discuss how you've contributed to process improvements in your previous roles. Whether it's documenting procedures or training team members, showing that you value efficiency and growth will resonate well with the interviewers.