Response Center Analyst 1
Black Box
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- Location
- United States
- Job type
- Full time
- Posted
- Oct 27
- 4 days ago
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About the company
Black Box
Media production · 11 to 50 employees
What you'll do
- Prioritize, classify, and escalate incidents according to standard operating procedures.
- Provide first-level support for both external and internal customers, identifying issues that need attention from Engineering or product teams.
- Interact with team members, management, internal departments, and business partners to maintain workflows,
- escalate, and resolve customer service requests.
- Deliver first-level customer service via chat, phone, and ticketing system for various product lines.
- Perform additional duties as assigned by management.
- 2+ years of technical support experience with call center exposure, preferably in a product company or managed service provider setting.
- Product support experience in one or more of the following areas: - Copper Cabling
- Fiber Cabling
- KVM Switches
- Video Multimedia
- Datacom/Networking
- Cabinet Rack Enclosures
- Knowledge of video switching and routing, basic network understanding for AV over IP systems, and audio and video signal transmission.
- Associate's degree or equivalent education.
- Exceptional communication skills, both verbal and written, in both English and Spanish.
- Effective listening skills to understand client requirements.
- Excellent critical thinking skills.
- Ability to prioritize tasks based on urgency and scope.
- Capability to work effectively across all functional groups, ensuring a seamless client experience and timely issue resolution.
- Strong organizational and time management skills to set priorities and manage multiple tasks efficiently.
- Service awareness of key product and service offerings.
- Willingness to train on new products to provide high-level support.
Key skills
critical thinkingbackend systems
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Read the full posting here
As a Product Support Analyst, you will investigate technical issues for our clients while collaborating with Sales and Engineering teams. This role requires supporting both internal and external customers by utilizing critical thinking skills and backend systems. Your responsibility includes raising awareness of all problems to ensure quick responses. You will work with cross-functional teams to coordinate initiatives and provide resolutions. Additionally, you will offer presale and post-sale support, sharing insights on specifications and recommendations with our customers.