Product Support Analyst

Black Box•Lawrence, PA

About The Position

This role provides first-level support for external and internal customers, identifying issues that need attention from Engineering or product teams. The Product Support Analyst will interact with team members, management, internal departments, and business partners to maintain workflows, escalate, and resolve customer service requests. The position involves delivering first-level customer service via chat, phone, and ticketing system for various product lines, monitoring service desk ticket volume, and ensuring timely closure of all assigned tickets. The analyst will also achieve performance targets set by leadership for Key Performance Indicators and perform additional duties as assigned by management. The role requires excellent critical thinking skills with a proven track record in root cause analysis, exceptional communication skills (verbal and written), the ability to prioritize tasks based on urgency and scope, effective listening skills, and the capability to work effectively across all functional groups. Strong organizational and time management skills are essential, along with service awareness of key products and service offerings, and a willingness to train on new products to provide high-level support.

Requirements

2+ years of technical support experience in a Product Support Environment, 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.
Excellent critical thinking skills with a proven track record in root cause analysis.
Exceptional communication skills, both verbal and written, with English being the preferred support language.
Ability to prioritize tasks based on urgency and scope.
Effective listening skills to understand client requirements.
Capability to work effectively across all functional groups, ensuring 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 products and service offerings.
Willingness to train on new products to provide high-level support.

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.
Monitor service desk ticket volume and ensure timely closure of all assigned tickets.
Achieve performance targets set by leadership for Key Performance Indicators.
Work various shifts as needed.
Perform additional duties as assigned by management.