Product Support Analyst

Black Box; Pennsylvania; On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401K

Life insurance

Employee assistance program

Fitness reimbursements

Identity theft protection

Education/scholarship programs

Job summary

Black Box Network Services in Pennsylvania seeks a capable technical support specialist to provide first-level assistance for Copper/Fiber cabling, KVM switches, video multimedia, and Datacom/Networking. You will work with engineering and product teams to triage, escalate, and resolve customer inquiries across chat, phone, and ticketing channels.

The role emphasizes critical thinking, excellent communication, and cross-functional collaboration, with opportunities to grow within a technology

Qualifications

• 2+ years of technical support in a Product Support Environment
• Experience with copper/fiber cabling, KVM switches, video multimedia, and datacom/networking
• Familiarity with AV over IP systems and audio/video signal transmission
• Associate degree or technical college or equivalent experience

Responsibilities

• Prioritize, classify, and elevate incidents according to SOPs
• Provide first-level support for external and internal customers
• Interact with teams to maintain workflows, escalate, and resolve service requests
• Deliver first-level customer service via chat, phone, and ticketing system
• Monitor service desk ticket volume and ensure timely closure
• Achieve KPIs as set by leadership
• Work various shifts as needed
• Perform additional duties as assigned by management

Skills

Critical thinking

Verbal & written communication

Prioritization

Listening

Cross-functional collaboration

Time management

Customer service

Education

Associate degree / Technical College

Tools

Copper Cabling

Fiber Cabling

KVM Switches

Video Multimedia

Datacom/Networking

Cabinet Rack Enclosures

Video switching & routing

Job description

Essential Functions:

• Prioritize, classify, and elevate 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.

• Monitor service desk ticket volume and ensure timely closure of all assigned tickets.

• Achieve performance targets set by leadership for Key Performance Indicators.

• Work various shifts as needed.

• Perform additional duties as assigned by management.

Employee Competencies:

• Excellent critical thinking skills with a proven track record in root cause analysis.

• Exceptional communication skills, both verbal and written, with English being the preferred support language.

• Ability to prioritize tasks based on urgency and scope.

• Effective listening skills to understand client requirements.

• Capability to work effectively across all functional groups, ensuring 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 products and service offerings.

• Willingness to train on new products to provide high-level support.

Experience Requirements:

• 2+ years of technical support experience in a Product Support Environment, 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.

Education Requirements:

• Associate degree / Technical College or equivalent experience.

This job description outlines the key activities, duties, and responsibilities required of the employee, but it is not exhaustive. Job requirements and responsibilities may change due to business conditions or other reasons.

Black Box is an Equal Opportunity Employer. In compliance with Federal, State, and Local laws, Black Box does not discriminate based on race, color, marital status, sex, sexual orientation, religion, national origin, age, disability, veteran status, genetic information, or any other protected status. We are committed to recruiting, hiring, training, and promoting the most qualified individuals.

What's in it for you at Black Box Network Services?

Black Box Network Services, a leading technology solutions provider, assists customers in designing, deploying, and managing their IT infrastructure with high-value products and services. Our competitive total rewards benefits package includes medical, dental, and vision coverage, along with additional benefits such as 401K, life insurance, employee assistance programs, fitness reimbursements, identity theft protection, education/scholarship programs, and more.

We recognize that attracting exceptional talent requires more than competitive compensation and benefits. Black Box offers challenging work with opportunities for advancement within the organization. If you seek a business that rewards individual achievement and growth, Black Box is the place for you!

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