Technical Support Specialist – Tier I

CallRail

Technical Support Specialist handling initial customer support and troubleshooting at CallRail. Engaging with customers across phone, chat, web, and email to resolve technical issues.

Posted 7/24/2026full-timeAtlanta • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical support capabilities with a focus on troubleshooting and customer satisfaction. Proficient in utilizing support tools and maintaining professionalism in high-pressure environments.

Highest-signal resume keywords

Technical SupportTroubleshootingCustomer ServiceCommunication SkillsAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

MySQLHTMLCSSJavaScriptREST APIGoogle AnalyticsGoogle Ads

Soft Skills

Interpersonal SkillsProblem-SolvingTeam CollaborationProfessional Demeanor

Tools & Technologies

ZendeskExcelGoogle Drive

Certifications & Qualifications

BS in Computer Science

Industry Keywords

CallRailCustomer SupportTechnical SupportClient Satisfaction

Tech Stack

Tools & technologies

JavaScriptMySQL

About the role

Key responsibilities & impact

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:
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:
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

What you’ll need

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

Comp & perks

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