Support Agent (IT & Telephony Support)
About The Position
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.
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
Nice To Haves
- 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
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
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
