Response Center Analyst 1 - Technical Product Support

Black Box • Lawrence, PA

22h

About The Position

Essential Functions: 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.

Requirements

• 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.

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree