Technical Product Support Specialist

Black Box Corporation; Pennsylvania; On-site; USD 40,000 - 55,000; Full time

Job summary

A technology solutions company is seeking a skilled Customer Support Technician in Pennsylvania. The role requires providing first-level support to customers, handling various product lines, and addressing incidents according to standard procedures. Candidates should have over 2 years of technical support experience and an associate's degree. Strong communication skills in both English and Spanish, along with critical thinking and organizational proficiencies, are essential for success in this position.

Qualifications

• 2+ years of technical support experience with call center exposure.
• Exceptional communication skills in English and Spanish.
• Ability to work effectively across all functional groups.

Responsibilities

• Provide first-level support for both external and internal customers.
• Deliver customer service via chat, phone, and ticketing system.
• Prioritize, classify, and escalate support incidents.

Skills

Technical support

Communication skills

Critical thinking

Time management

Education

Associate's degree or equivalent education

Tools

Copper Cabling

Fiber Cabling

KVM Switches

Video Multimedia

Datacom/Networking

Job description

Essential Functions

• Prioritize, classify, and escape 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 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.

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 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.