Response Center Analyst 1

Black Box; Plano (TX); On-site; USD 52,000 - 72,000; Full time

Job summary

Black Box in Plano, TX is seeking a bilingual technical support specialist to deliver first-line service via chat, phone, and ticketing systems. You will help customers, classify incidents, and route issues to engineering or product teams.

The role requires 2+ years in technical support, knowledge of cabling, AV over IP, and strong communication. You will collaborate across departments to ensure timely resolution and high-quality customer experiences.

Qualifications

• Associate's degree or equivalent education.
• 2+ years of technical support experience with call centre exposure.
• English + Spanish language skills, written and verbal.

Responsibilities

• Prioritize, classify, and classify incidents according to standard operating procedures.
• Provide first-level support for external and internal customers, identifying issues needing attention from Engineering or product teams.
• Interact with team members and partners to maintain workflows, escalate, and resolve requests.
• Deliver first-level customer service via chat, phone, and ticketing system for various product lines.
• Perform additional duties as assigned by management.

Skills

Bilingual (English & Spanish)

Communication skills

Effective listening

Critical thinking

Time management

Organizational skills

Education

Associate's degree

Tools

Ticketing system

Chat/Phone support tools

Job description

Essential Functions:

• Prioritize, classify, and classify 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.

Experience Requirements:

• 2+ years of technical support experience with call centre 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.

Education & Competencies:

• 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 organisational 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.