At a Glance
- Tasks: Deliver top-notch technical support for Microsoft Teams and other platforms.
- Company: Join a dynamic team at CallTower, a leader in tech solutions.
- Benefits: Competitive salary, professional growth, and a supportive work environment.
- Other info: Opportunity for continuous learning and career advancement in a fast-paced setting.
- Why this job: Make a real difference by solving complex tech issues and helping customers succeed.
- Qualifications: 2+ years in Microsoft Teams support and excellent communication skills required.
The predicted salary is between 33000 - 39000 € 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, 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 optimisation.
- 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.
- 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).
- 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
At CallTower, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. Our Technical Support Professionals enjoy comprehensive training and development opportunities, ensuring continuous growth in their careers while working with cutting-edge technology in a supportive environment. Located in a vibrant area, we offer competitive salaries and a commitment to employee well-being, making CallTower a rewarding place to build your future.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Professional in London
✨Tip Number 1
Network like a pro! Attend industry meetups, webinars, or even local tech events. You never know who might be looking for someone with your skills, and it’s a great way to get your name out there.
✨Tip Number 2
Practice your interview skills! Mock interviews can help you feel more confident. Get a friend to throw some technical questions your way, especially around Microsoft Teams and VoIP, so you’re ready to impress.
✨Tip Number 3
Show off your expertise! Create a portfolio or a blog where you share insights about troubleshooting or best practices in tech support. This not only showcases your knowledge but also makes you stand out to potential employers.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who are genuinely interested in joining us at StudySmarter. Plus, it’s the best way to ensure your application gets the attention it deserves.
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 is tailored to the Technical Support Professional role. Highlight your experience with Microsoft Teams, VoIP, and any relevant technical support roles. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about tech support and how you can contribute to our team. Be sure to mention your customer-focused approach and any specific experiences that relate to the job.
Show Off Your Communication Skills:Since this role involves clear communication with customers and internal teams, make sure your application reflects your ability to convey complex information simply. We love candidates who can demonstrate their interpersonal skills in writing!
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 shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at CallTower
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft Teams, VoIP, and Five9. Be ready 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 tools but can also troubleshoot effectively.
✨Showcase Your Customer Focus
Prepare examples that highlight your customer service skills. Think about times when you turned a difficult situation into a positive experience for a customer. This is crucial for a role that requires clear communication and maintaining customer satisfaction.
✨Practice Clear Communication
Since you'll be updating customers and management on technical issues, practice explaining complex concepts in simple terms. You might even want to do a mock interview with a friend where you explain a technical problem and its solution to them.
✨Demonstrate Continuous Improvement Mindset
Be ready to discuss how you've contributed to process improvements in previous roles. Whether it's documenting procedures or training team members, showing that you're proactive about enhancing efficiency will resonate well with the interviewers.
