Product Support Specialist — Technical Helpdesk & RCA
Black Box
Don’t send a generic resume — generate a resume and cover letter tailored to this exact role.
Benefits offered by this job
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
Education
Tools
Job description
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
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
