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How CTI’s Tier II Support Team Helps Technical and Non-Technical Customers Become Communications Experts

CTINOCCandiceAndrewWhether you’re a trained Telecom Administrator, IT Manager or non-technical Office Administrator and you’re in charge of your company’s communications, the CTI Tier II Support Team is here to handle CTI’s customers’ issues from simple to complex. Led by 20+ year veteran Cristina Goldberg, the Technical Services team can help clients with most issues quickly and remotely right over the phone.

“We have an array of customers, some are extremely technical, but many are either not experienced or just not technically savvy,” Cris explains. “They have other jobs, but their office requires them to take on some pretty complicated issues dealing with their phone systems. That’s when the Technical Services Team comes in handy.”

The Technical Services Team are able to diagnose most problems in less than twenty minutes, so generally it’s a fast process to get customers on their way to a resolution. The CTI Tier II Support can also monitor your systems 24/7, delivering proactive notifications of any potential problems. Many CTI customers rely on the team for everyday modifications like password and names changes, along with more complicated auto attendants and vector programming. They also help customers that purchase carrier services through CTI, or are subscribed to CTiQ Carrier Resolution services, work with their carrier service providers when additional insight and knowledge is required to troubleshoot problems beyond their physical telephone systems.

CTINOC2CrisAndrew“My team is very personable and builds great relationships with our customers,” Cris adds. “They’re not just voices on the phone. They really care.”

That sentiment is supported by a recent letter Cris received about her department “You have put together a great team that makes your customers feel respected and valued. They are always ready to jump in and go above and beyond. That’s what truly separates CTI from the rest.”

To learn more about how the Tier II Support Team can help you, please contact your CTI Account Manager or Harry Abt at 914-935-6051 or