Associate Technical Support Representative

Associate Technical Support Representative

Join to apply for the Associate Technical Support Representative role at Call Tracking Metrics  (CTM).

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

• 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.

• Serve as a member of the General Technical Support team, supporting inbound customer phone calls, chats, and emails, with a strong focus on diagnosing configuration and system‑level issues.
• Triage inbound activities received through phone calls and chats, identifying misconfigurations, permission issues, or system behavior concerns.
• Answer customer questions related to CTM product usage, system setup, and basic administrative configuration, resulting in direct resolutions when possible.
• Transfer more complex or time‑intensive issues to the next level of support when necessary, providing clear technical context to ensure efficient resolution.
• Begin to manage tickets in Zendesk, ensuring accurate documentation and keeping customers informed until resolution.
• Meet expected volume thresholds for calls, chats, and tickets, while maintaining high‑quality technical troubleshooting standards.
• Own the resolution of quick, frontline issues and collaborate with other Technical Support team members to deliver effective, technically sound solutions.
• Follow established escalation procedures when an issue requires deeper investigation or engineering involvement.
• Develop a strong working understanding of the Call Tracking Metrics  system, including administrative settings, configurations, and common troubleshooting scenarios.
• Stay up to date on new features and system changes that impact customer configurations.
• Use existing knowledge base articles to guide resolutions and suggest improvements based on observed configuration issues or recurring questions.
• Assist with QA testing of new features, designs, and processes prior to deployment, identifying system‑level issues or unexpected behavior and reporting them to the engineering team.
• Listen to customer feedback and advocate for their needs by identifying configuration patterns or system gaps that impact customer success.
• Provide feedback to management on system usability, setup complexity, and opportunities to improve the product and reduce inbound support volume.

• An Associate’s Degree in Information Technology, Systems Administration, Networking, or a related technical field, or equivalent hands‑on experience.
• Foundational knowledge of system administration concepts, including application configuration, user permissions, and environment setup.
• Basic understanding of computer networking concepts (DNS, IPs, ports, firewalls) and how systems interact across networks.
• Familiarity with computer hardware and how it supports software and system performance.
• Exposure to or interest in working with SaaS / UCaaS platforms.
• Experience with, or strong aptitude for, learning a new online ticketing system.
• Strong problem‑solving and critical thinking skills, with an…