Technical Support Specialist – Tier 1
CallRail
full-time
Posted on:
Location Type: Hybrid
Location: Atlanta • United States
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Tech Stack
About the role
- Demonstrate a solid understanding of CallRail’s business rules as they relate to customers and all associated transactions.
- Utilize CallRail technical resources to resolve customer challenges or provide troubleshooting guidance including but not limited to providing:
- Workflow and implementation best practices for CallRail products
- High-level overview of products and features
- Integration guidance in line with other Tier 1 agents
- Perform active troubleshooting or initial guided diagnostic support to confirm client support needs across all CallRail products.
- Provide professional, first-level technical support to customers via live interactions across all channels: phone, chat, web and email support.
- Adhere to Customer Support team expectations and protocols including:
- Properly code trouble tickets using ticket classification Guidelines
- Conducting each interaction with professionalism and appropriately communicating resolution and/or escalation expectations.
- Maintaining ACD availability to answer all incoming customer calls in the queue with appropriate opening script, customer identification, Average Talk and Wrap Up time objectives
- Documenting customer interactions and troubleshooting steps in our ticketing system
- Following escalation processes
- Maintain a high level of client satisfaction on assigned interaction.
- Contribute to the improvement of support processes and documentation.
- Actively participate in training classes for new products and features.
Requirements
- 3-5+ years of professional experience with telephone support and troubleshooting
- BS in Computer Science or equivalent work experience
- Excellent communication and interpersonal skills
- Be an active contributor in a positive team environment
- Excellent analytical, troubleshooting and problem-solving skills
- Ability to work well under pressure while maintaining a professional demeanor
- Familiar with support tools (Excel, Google Drive, Zendesk)
- Basic understanding of computer hardware, software, and networking concepts.
- Demonstrated ability to exercise good judgment in dealing with customers’ technical issues
- Strong problem-solving abilities
- Ability to work in a fast-paced environment
- Technical experience or aptitude with MySQL, HTML, CSS, JavaScript, REST API’s, Google Analytics, Google Ads are all helpful but not required
- Customer service experience is a plus
Benefits
- Healthcare (one option covered at 100% for employees)
- Dental & Vision Coverage
- Competitive HSA with company matching
- Paid parental leave
- Flexible vacation policy
- 401K options with company dollar-for-dollar match
- Employee stock options available from day one
- $2,000 annual educational allowance
- Catered lunch every Tuesday * an in-office perk
- MARTA transportation or office parking expenses covered
- Employee charitable donation company match, up to $500 annually
- Regular company outings and events
- Hybrid work options with $500 office stipend to set up your home office
- Designated bike storage
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingMySQLHTMLCSSJavaScriptREST APIGoogle AnalyticsGoogle Adscomputer hardwarenetworking concepts
Soft skills
communication skillsinterpersonal skillsanalytical skillsproblem-solving skillsteam collaborationprofessional demeanorjudgmentcustomer serviceability to work under pressureclient satisfaction
Certifications
BS in Computer Science