Response Center Analyst 1

Black Box • United States,

13d

About The Position

The Response Center Analyst 1 provides first-level support and customer service for internal and external customers across various product lines. The role handles customer inquiries through chat, phone, and a ticketing system; prioritizes and classifies incidents; and escalates issues according to standard operating procedures. The analyst works with team members, management, internal departments, and business partners to maintain workflows and resolve customer service requests, identifying issues that require attention from Engineering or product teams. Additional duties may be assigned by management.

Requirements

• At least 2 years of technical support experience with call center exposure.
• Product support experience in one or more of the following areas: copper cabling, fiber cabling, KVM switches, video multimedia, datacom/networking, or cabinet rack enclosures.
• Knowledge of video switching and routing, basic networking for AV over IP systems, and audio and video signal transmission.
• Associate's degree or equivalent education.
• Exceptional verbal and written communication skills in both English and Spanish.
• Effective listening skills to understand client requirements.
• Excellent critical thinking skills.
• Ability to prioritize tasks based on urgency and scope.
• Ability to work effectively across functional groups to support a 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 product and service offerings.
• Willingness to train on new products to provide high-level support.

Nice To Haves

• Technical support experience in a product company or managed service provider setting is preferred.

Responsibilities

• Prioritize, classify, and escalate incidents according to standard operating procedures.
• Provide first-level support to external and internal customers and identify issues requiring attention from Engineering or product teams.
• Coordinate with team members, management, internal departments, and business partners to maintain workflows, escalate requests, and resolve customer service issues.
• Deliver first-level customer service via chat, phone, and ticketing systems for various product lines.
• Perform additional duties as assigned by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree