Technical Solutions Analyst

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

To create a better human experience through technology

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

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.

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.

We are looking for a Premium Technical Solutions Analyst I to join our team. The person in this role will serve as a primary technical point of contact for CTM’s highest-value premium support customers, helping manage their technical needs, own issues through resolution, and deliver timely service in accordance with applicable Service Level Agreements.

• Serve as the primary technical point of contact for CTM’s highest revenue-generating customers receiving premium support, helping manage the technical aspects of the customer relationship
• Answer inbound phone calls, chats, and emails from premium support customers
• Maintain adherence to applicable Service Level Agreements (SLAs)
• Manage tickets in Zendesk and ensure customers remain informed until a resolution is implemented
• Own the resolution of assigned issues and collaborate with other Technical Solutions team members when necessary to deliver the best possible solution
• Listen to customer feedback and advocate for customer needs within the organization
• Identify and escalation complicated issues to Engineering, Product, or other appropriate teams when necessary
• Provide input on new feature development as the voice of the customer, helping ensure solutions meet customer needs and reduce avoidable inbound inquiries
• Assist with QA testing of new features, designs, and processes before deployment and report identified defects or concerns to the appropriate team
• Continue to develop comprehensive knowledge of CTM’s system, features, configurations, and troubleshooting processes
• Stay current on new features and prepare to discuss relevant changes with customers
• Use existing knowledge base articles and internal documentation to guide troubleshooting and resolution
• Recommend improvements to existing knowledge base articles and create new articles when documented guidance does not exist
• Help update customer-facing how-to documentation and tutorials to address common questions
• Stay current on relevant industry and competitive developments and understand how CTM differs from other available solutions
• Provide feedback to management regarding opportunities to improve CTM’s product, support processes, and customer experience