What are the responsibilities and job description for the Support Agent (IT & Telephony Support) position at CALL BOX?
Description
At Call Box, we believe people are the core of our business success. Our mission is to grow people—whether that's through professional development, cutting-edge tools, or a culture that embraces a growth mindset. We’re a Dallas-based tech company building innovative AI solutions that help businesses transform the way they handle phone calls and customer communication.
We’re seeking a Support Agent that has a passion for technology, and a customer first attitude, with a problem solving and growth mindset. Ideal candidates have 1–2 years of experience in customer service or technical support, especially in IT or telecom. This role offers a unique opportunity to develop technical skills while working on impactful solutions in a supportive, fast-paced team.
Key Responsibilities
- Handle inbound/outbound support calls to troubleshoot software and phone call issues
- Respond to customer inquiries through chat and create detailed support cases
- Troubleshoot and support Call Box’s telephony platform and web applications
- Accurately document support interactions and escalate complex issues as needed
- Assist in configuring and testing client phone numbers and staff profiles
- Participate in onboarding and upgrade projects for customers and internal teams
- Conduct deep-dive research to resolve unfamiliar or technical customer inquiries
- Collaborate cross-functionally with Product, Engineering, and Customer Success teams
- Rotate into on-call schedule after training is completed
Requirements
- 1–2 years of experience in customer service or technical support, preferably in a call center or IT helpdesk
- Basic understanding of Telephony
- Proficiency with Microsoft Office 365 tools (Outlook, Excel, Word, Teams, etc.)
- Familiarity with mobile operating systems (iOS, Android)
- Experience using ticketing systems (e.g., Zendesk, Salesforce, Jira)
- Strong analytical and problem-solving skills
- Excellent verbal and written communication skills
- Comfortable working in a fast-paced, team-oriented environment
- High attention to detail and documentation
- Must be located in or around the Dallas-Fort Worth area
Bonus Skills (Nice to Have)
- Microsoft SQL Query Knowledge
- Experience supporting SaaS-based tools
- Prior exposure to CRM or telephony platforms
- Understanding of SIP signaling, VoIP, or telephony systems is a strong plus
What We Offer
- Starting pay of $20.00 to - $23.00 an hour
- Competitive salary with immediate PTO
- Full medical, dental, and vision insurance
- 401k with company match through Fidelity
- Monthly perks: gym reimbursement, reading & wellness allowances
- Bi-weekly catered breakfasts and quarterly company events
- Clear career path and mentorship opportunities
- A chance to work with cutting-edge AI technology in a collaborative environment
Why Call Box?
You’ll join a team that values curiosity, hustle, and human connection. Whether you’re troubleshooting a dropped call, or helping onboard a new customer, your work makes a direct impact. Here, you won’t just grow your career, you’ll grow as a person.
Salary : $20 - $23