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, flexible hours, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and training.
- Why this job: Make a real difference by solving complex tech issues and helping customers succeed.
- Qualifications: Experience with Microsoft Teams and VoIP support is essential.
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.
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.
Salary 33,000 to 39,000
Technical Support Professional 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
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend tech meetups, or join online forums. The more connections we make, the better our chances of landing that Technical Support Professional gig.
✨Tip Number 2
Show off your skills! Prepare for interviews by brushing up on Microsoft Teams and VoIP troubleshooting. We want to demonstrate our expertise and confidence when tackling those tricky technical questions.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms to simulate the interview experience. This will help us articulate our thoughts clearly and effectively during the real deal.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing familiar faces from our community!
We think you need these skills to ace Technical Support Professional
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 someone 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 don’t miss out on any important updates from our team!
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 systems, and any other relevant technologies mentioned in the job description. Being able to discuss specific features or troubleshooting steps will show that you're not just familiar with the platforms but are also genuinely interested in them.
✨Practice Your Communication Skills
Since this role requires clear communication with customers and internal teams, practice explaining technical concepts in simple terms. You might want to do a mock interview with a friend where you explain a complex issue and how you resolved it, focusing on clarity and patience.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific technical issues or customer interactions. Think of examples from your past experience where you successfully managed escalations or resolved difficult problems, and be ready to walk through your thought process.
✨Show Your Continuous Improvement Mindset
The company values efficiency and customer satisfaction, so be prepared to discuss how you've contributed to process improvements in previous roles. Share any initiatives you've taken to enhance team performance or customer experience, as this will demonstrate your proactive approach.
