Technical Product Support Analyst I

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

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.