Response Center Analyst 1 - Technical Product Support

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

Job summary

A technology solutions provider is seeking a Response Center Analyst 1 to deliver technical product support. The candidate will provide first-level service for various product lines and requires 2+ years of experience. Essential skills include technical support expertise, effective communication in English and Spanish, and strong organizational abilities. This role involves prioritizing and escalating incidents while ensuring an excellent customer experience.

Qualifications

• 2+ years of technical support experience with call center exposure.
• Product support experience in Copper Cabling, Fiber Cabling, KVM Switches, and Datacom/Networking.
• Exceptional communication skills in English and Spanish.

Responsibilities

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

Skills

Technical support

Communication skills

Critical thinking

Organizational skills

Bilingual (English and Spanish)

Education

Associate's degree or equivalent

Tools

Ticketing system

Video switching systems

Networking equipment

Job description

Response Center Analyst 1 - Technical Product Support

LAWRENCE, PA, United States

Job Description

Essential Functions:

• 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.
• 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.