Technical Support Consultant
WFA Digital Insight
Remote technical support roles are increasingly in demand, with a 25% growth in postings over the past year. As the contact center industry continues to evolve, companies like Remote Recruitment are seeking skilled professionals to optimize their operations. With the rise of cloud-based solutions like Salesforce, expertise in these tools is highly valued. Candidates should be prepared to demonstrate their technical skills and ability to work in fast-paced environments. With the global remote job market expected to reach
Job Description
About the Role
The Technical Support Consultant plays a vital role in ensuring the seamless operation of high-performance contact centers. As a key member of the team, you will be responsible for managing client campaigns, refining outbound strategies, and maintaining optimal system performance. Your expertise in Salesforce and Excel will be essential in driving campaign success and delivering tangible ROI for clients.In this fast-paced environment, you will work closely with clients to understand their needs and develop effective solutions. Your ability to analyze campaign KPIs, identify performance issues, and implement fixes will be critical to driving campaign success. You will also lead client review meetings, ensuring that delivery stays within contracted hours and margins.
What You Will Do
- Build, configure, and maintain outbound campaigns in Five9 (Preview, Power, Progressive)
- Monitor campaign KPIs daily, flagging performance issues and driving fixes
- Troubleshoot dialer, routing, and agent setup issues in real time
- Execute and maintain branded caller ID, call masking, and spam mitigation (via 448 Connect, OutboundIQ, Numeracle)
- Lead client review meetings – prepared, professional, and followed up with actions
- Ensure client delivery stays within contracted hours and margins
- Take ownership of client success, creating effective strategies and solutions to increase client performance
- Advise proactively on connect rate strategy, pacing logic, and lead management
- Run daily internal project reviews to track progress, ownership, and accountability
- Document configurations, flows, and processes for knowledge sharing
- Support auxiliary systems (Retriever, OutboundANI, Salesforce, RingCentral)
- Test and QA new campaigns or configurations before deployment
What We Are Looking For
- 5+ years of hands-on CCaaS experience (Five9 strongly preferred)
- Solid grasp of outbound dialing logic, pacing, and campaign tuning
- Proven ability to troubleshoot telephony issues (routing, agents, softphones)
- Working knowledge of TCPA, caller ID branding, and spam prevention
- Strong communicator who can translate technical detail into client language
- Background in BPO or multi-site contact centers is preferred
- Experience with Salesforce and Excel
- Ability to work in a fast-paced environment and adapt to changing priorities
Nice to Have
- Experience with Genysys, Max Contact, Connex One, 8x8, NICE CX, RingCentral, Talk Desk, or Dial Pad
- Knowledge of cloud-based contact center solutions
- Certification in Five9 or similar platforms
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a fast-growing company
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible working hours and remote work options
- Access to the latest technology and tools
- Recognition and reward for outstanding performance
How to Stand Out
- Be prepared to demonstrate your technical skills in Salesforce and Excel, and highlight your experience in high-performance contact centers.
- Show examples of how you have optimized campaign performance and driven ROI for clients in previous roles.
- Research the company and the role, and be ready to discuss how your skills and experience align with the position.
- Emphasize your ability to work in a fast-paced environment and adapt to changing priorities.
- Consider creating a portfolio or examples of your work to showcase your skills and experience.
- Be prepared to discuss your experience with cloud-based contact center solutions and your knowledge of TCPA, caller ID branding, and spam prevention.
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