Technical Support Engineer - Tier II PortingRole has been filled by a talented individual

What You'll Do 

  • Adhere to Ticket Handling Guidelines on all customer inquiries   
  • Utilize online resources to resolve customer inquiries
  • Actively participate in training classes for new products and features
  • Provide input for process improvements, scripts and diagnostic tools
  • Take ownership and resolve issues regarding port requests  
  • Identify non-porting inquiries and offer warm transfer to appropriate resources
  • Monitor progress with port requests and communicate status changes with requestor(s)
  • Demonstrate a solid understanding of CallRail’s business rules as they relate to customers and all associated transactions
  • Coordinate activities with customers and telephony carriers to successfully complete timely port requests
  • Proactively identify and resolve issues that jeopardize successful and timely completions of port requests (ie, incomplete/inaccurate LOA’s, rejected port requests, etc.) 
  • Provide routine communication updates to clients by telephone and email by:
    • Documenting porting request issues and steps taken
    • Identifying problems or conditions that adversely affect the customer’s interaction with CallRail
    • Provide information (ie, Support Articles)  about CallRail products and features
  • Assist with trending support issues and deliver training to the Technical Support team as an on-going learning objective 
  • Maintain ACD availability as overflow to answer all incoming customer calls in queue with appropriate opening script, customer identification, Average Talk and Wrap Up time objectives
  • Complete every call/ticket with appropriately setting customer expectations for issue/problem resolution time frame and notification 

Desired Skills and Experience

  • Detail-oriented and organized
  • Excellent follow-up skills
  • Strong ability to collaborate across teams
  • Be an active contributor in a positive team environment 
  • BS in Computer Science or equivalent work experience
  • Excellent analytical, troubleshooting and problem-solving skills
  • Comfortable working with customer support tools and analytics
  • Familiar with support tools (Excel, Google Drive, Zendesk, Target Process)
  • Ability to work well under pressure while maintaining a professional demeanor
  • Demonstrated ability to exercise good judgment in dealing with customers’ technical issues
  • Expertise and extensive knowledge of CallRail app, it’s features and integration with the platform 
  • 3-5+ years of professional experience with telephone support and troubleshooting.  Porting experience a plus
  • Technical experience or aptitude with MySQL, HTML, CSS, JavaScript, REST API’s ,Google Analytics, Google Ads are all helpful but not required