Product Support Analyst

Black Box•Lawrence, PA

About The Position

This role involves providing first-level support for external and internal customers, prioritizing and escalating incidents, and identifying issues for Engineering or product teams. The analyst will interact with various stakeholders to maintain workflows and resolve customer service requests. Responsibilities include delivering customer service via chat, phone, and ticketing system, monitoring ticket volume, and achieving performance targets. The role requires excellent critical thinking, communication, and organizational skills, with a willingness to train on new products.

Requirements

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.
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.

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.