Technical Solutions Analyst

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Call Tracking Metrics  is a cutting edge software within the SaaS/UCaaS space helping drive revenue for 100,000+ clients in over 90 different countries.

Our

Purpose:

To create a better human experience through technology

Our Mission:
We empower businesses with the tools to transform conversations into an advantage

Our Vision:
We revolutionize the ways in which people and businesses connect

What do we do?

• We help businesses determine which ad campaigns produce the highest return on investment, ultimately driving more conversions, increasing efficiencies, and automating their operations.
• We help contact centers support and better connect with their customers by offering a variety of tools such as our mobile app, transcriptions, chat and text messaging features, queue tracking, and a bunch of incredible analytics.
• We help businesses to work remotely as effectively as they do in-person through our soft-phone and contact center support tools, helping thousands of businesses to employ team members around the world.
• We enable automation through powerful AI features to enhance workforce productivity, discover business opportunities and improve the human experience of communication by reducing the time spent on boring tasks and allowing more human time to interact.

Our headquarters is in Maryland, but we have team members around the country focused on helping our customers. We pride ourselves on our amazing culture, which you can learn about here.

As a successful Technical Solutions Analyst, you will:

• Partner with Account Management to serve as a technical liaison on customer calls, offering strategic guidance and hands-on troubleshooting.
• Review and qualify Technical Support escalations to ensure they’re valid, well-documented, and appropriate before AM involvement.
• Effectively address issues to minimize avoidable escalations, and provide clear, thorough context when escalation is appropriate.
• Assess whether an issue requires troubleshooting or paid service, and recommend tailored configurations and best practices to help customers get the most out of the CTM platform.
• Analyze customer setups and proactively identify technical improvements or risks.
• Collaborate with AMs on quarterly reviews and strategic discussions, offering proactive recommendations.
• Document advanced solutions in internal playbooks to support both AMs and Technical Support.
• Train AMs on technical concepts and new features to build team fluency.
• Translate complex technical details into clear, actionable guidance for both customers and internal teams.

• Handle complex inbound interactions via calls, chats, and emails, meeting volume targets across all channels.
• Manage and resolve Zendesk tickets independently, ensuring timely communication and follow-through.
• Follow escalation procedures and collaborate with Help Desk peers for best-case resolution.
• Stay current on new features and industry trends to confidently advise customers.
• Use and enhance knowledge base resources; create and improve how-to documentation and tutorials.

• Provide feedback on product features, usability, and competitiveness based on customer insights.
• Assist in QA testing of new features prior to release; report issues and bugs clearly.
• Advocate for customer needs and influence product development through front-line feedback.

• An Associates Degree in a technology field or equivalent experience supporting SaaS/UCaaS platforms
• 2+ years of troubleshooting CTM software; or 4+ years of call center experience troubleshooting complex SaaS/UCaas platforms
• Excellent problem solving and critical thinking skills
• 2+ years experience managing tickets in Zendesk with minimal supervision
• Advanced knowledge of how computer networks and computer equipment work together
• A high-level of accommodation and flexibility to work in a fast-paced environment of constant change
• Eager to continuously learn from both the Support and Account Management teams to enhance…