Response Center Analyst 1 Technical Product Support Lead
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
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.
- 1-2 years of team-lead experience
- 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:
- Associates 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.
Required Experience:
IC
Key Skills
About Company
Black Box® is a trusted IT solutions provider delivering cutting-edge technology products and world-class consulting services to businesses across the globe.
