What are the responsibilities and job description for the Technical Support Specialist - Tier 1 position at callrail?
The Position
CallRail is seeking a motivated and customer-focused Tier 1 Technical Support Agent to join our team. In this role, you will be the first point of contact for our customers, providing initial support and troubleshooting for technical issues with the goal of successful resolution for CallRail’s customers.
What You'll Do
- 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.
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
If you do not meet all the requirements listed, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that aligns with your skills and experience.
Additional 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
This position is based out of our Atlanta office and will require that you come into the office on Tuesdays and Thursdays.
Learn more: https://www.callrail.com/about/
You Are Welcome Here
CallRail understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company's core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, and persons of all sexual orientations and gender identities and expressions. In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).