Technical Support Analyst III

CallTrackingMetrics 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.

We are looking for a Technical Support Analyst III to join our team. As a successful Technical Support Analyst III, you will:

Key Responsibilities:

• 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.

Customer Support & Technical Operations:

• 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.

Cross-functional Contributions:

• 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.

What skills will help you to be effective on our team?

• 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 knowledge and improve customer outcomes
• Not afraid of deadlines and able to perform well under pressure
• Strong attention to detail
• The ability to work independently, but also be a strong team player across the organization
• Strong communication skills and the ability to communicate with anyone
• Ability to travel onsite for customer visits, as necessary

• The expected salary range for this role may differ based upon the candidate. Salary presented with a job offer will be based on factors such as calibrated job level, educational background, prior work experience, qualifications, skills, competencies, and proficiency for the role.
• When we win, you win - we pay quarterly bonuses up to 15% of that quarter’s salary when we reach our revenue goals
• We love to give out annual merit increases to team members who are meeting our expectations
• We offer a hybrid work schedule with Mondays and Fridays as our work from home days. Once an employee reaches 5 years of service, they are eligible for Summer Fridays
• Generous Paid-Time-Off policy that allows employees to accrue up to 30 days per year, depending upon tenure
• 2 work from anywhere weeks per year, with additional weeks earned with tenure
• 8 paid holidays, plus one additional floating holiday employees can use to celebrate their birthday or a federal or religious holiday of their choice, with additional floating holidays earned with tenure
• 24 hours of VTO (voluntary time off) allows employees to take paid time off to volunteer at their favorite charities or support their causes
• 401k Plan with per-pay employer matching up to 5%, that you are immediately vested in
• Medical, dental, vision and prescription coverage for employees and their families; plus both HSA and FSA pre-tax account options, which can be used to pay for health related expenses. We even offer an employer match for the HSA plan
• Up to 4 weeks of paid parental leave, depending on tenure
• Free basic life insurance and AD&D coverage equal to your annual base salary
• Free short term disability coverage at 100% of salary after being employed for 6 months
• Free access to a wide range of health and well-being information and services such as telephonic counseling, legal advice, and will preparation

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities/Affirmative Action