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

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