Black Box · 12 hours ago
Response Center Analyst 1 - Technical Product Support
Lawrence, PA
Full-time
Onsite
Entry Level
2+ years expBlack Box is seeking a Response Center Analyst 1 for Technical Product Support. The role involves providing first-level support to both external and internal customers, prioritizing and escalating incidents, and maintaining workflows to resolve customer service requests.
Information Technology & Services
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
Qualification
Required
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
Company
Black Box
Black Box is a global leader in digital infrastructure solutions, delivering network and system integration, managed services, and technology products to Fortune 100 and top global enterprises.
1001-5000 employees
H1B Sponsorship
Black Box has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Sanjeev Verma
President & CEO
Barry Thorpe
Partner Account Manager
Recent News
Columbus Business First
2023-10-27
Company data provided by crunchbase