Tier 3 Technical Support Specialist

About Us:

Located in the Dallas - Fort Worth Metroplex, Cytracom has evolved from an established VoIP provider of business voice services sold through IT channels into a rapidly growing UCaaS provider that will DOUBLE in size this year! Communication is a critical component for everyday business and it's our company mission to Connect the Modern Workforce! We have taken voice communications to the next level by adding mobility, desktop integration, and messaging to allow businesses, their employees, and now customers to stay in touch at any time in any location, any way they want! But we're not done yet, there's still more to accomplish!

As for our amazing team, we are always on the hunt for top talent to join the Cytracom family! We hold our company culture near and dear as it represents an intermix between passion for leadership and passion for an active, healthy life centered around family and friends. We love going to work and think you should too, so let's connect!

Our Benefits:

• Medical, dental, and vision insurance is available

• 401K

• Disability and Life insurance

• Paid vacations and holidays

• Flexible PTO policy

• Casual, laid-back work environment

• Free refreshments

• Standing desks

Here's a closer look at this key role:

Here at Cytracom we look for high-energy, team-oriented support specialists! Working in Tier 3 you will be responsible for advanced hardware/system setups, PBX troubleshooting, network/ISP-related issues with remote access, working with any third-party vendors as needed, and participating in on-call rotation. The Tier 3 technician assists with identifying bugs and/or feature requests and works with the engineering team to assist with resolution; they will help identify and troubleshoot issues related to local networks, firewalls, switches, and other various components of a local network.

Responsibilities:

• Troubleshoot and solve tickets using Zendesk; prioritize according to the severity

• Daily multitasking and prioritizing of outbound calls, queue calls, and tickets; effective time-management

• Communicate clearly and efficiently with customers, partners, third-party vendors, ISP's, team and cross-team members

• Knowledge of all Cytracom products and integrations

• Setup, troubleshoot, or resolve basic, intermediate, and advanced issues within the Cytracom product base and integrations

• Escalate issues to the appropriate departments in a timely manner when needed

• Assist in identifying any potential bugs or feature requests and report to the appropriate department

• Work closely with the CSM team on any ICU escalations; provide updates daily

• Resolve escalated tickets/calls from the team and intra-departments

• Provide information to the team and cross-team members on all Cytracom products and integrations

• Assist with team cross-training

• Participate in on-call rotation

Requirements:

• Experience using networking and debugging tools (ie. Wireshark, VoIPmonitor, and Graylog)

• Strong networking/firewall knowledge and previous troubleshooting

• Empathy for the customer and the ability to tailor communication for the given audience

• Technical aptitude

• Self-managed

• Professional courtesy and de-escalation techniques

Cytracom, LLC is an Equal Opportunity Employer and supports a diverse, inclusive work environment. All qualified applicants will receive consideration for employment without regard to protected characteristics, including race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity or age.