Technical Product Support Specialist

Black Box; Pennsylvania; On-site; USD 40,000 - 60,000; Full time

Job summary

A leading tech support provider in Pennsylvania is seeking a customer-focused individual for a technical support role. The ideal candidate will have 2+ years of technical support experience, exceptional bilingual communication skills, and a solid understanding of networking and AV systems. Responsibilities include providing first-level support through various channels, prioritizing incidents, and ensuring effective resolution of customer inquiries. If you're organized and service-oriented, apply today!

Qualifications

• 2+ years of technical support experience with call center exposure.
• Product support experience in fields like Copper/Fiber Cabling.
• Ability to prioritize tasks based on urgency.

Responsibilities

• Prioritize, classify, and escalate incidents.
• Provide first-level support for customers via various channels.
• Interact with team members and resolve service requests.

Skills

Technical support experience

Communication skills (English and Spanish)

Critical thinking skills

Listening skills

Organizational skills

Education

Associate's degree or equivalent education

Tools

Datacom/Networking knowledge

AV over IP systems knowledge

Job description

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.

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.