Technical Support Specialist - Tier I

CallRail•Atlanta, GA

2d•Hybrid

About The Position

CallRail is looking for a motivated, detail-oriented, and customer-focused Tier 1 Technical Support Agent to join our team in Atlanta. In this role, you will be the frontline point of contact for our customers—marketers, agencies, and business owners—delivering exceptional, high-touch support to ensure a smooth end-to-end customer experience. You will actively troubleshoot technical issues, verify that workflows and integrations operate as intended, and guide customers toward optimal solutions for their business needs. If you thrive in the fast-paced marketing technology space, take pride in rigorous attention to detail, and love turning complex technical challenges into seamless customer experiences, we want to hear from you!

Requirements

1–3+ years of professional experience in frontline technical/telephone support and customer-facing troubleshooting, ideally in a SaaS, MarTech, or agency environment.
Working knowledge or aptitude with marketing technology tools and web concepts (Google Analytics, Google Ads, CRMs, webhooks, JavaScript snippets).
An obsessive eye for detail when reviewing tracking scripts, reproducing bugs, auditing customer setup configurations, and documenting tickets.
Excellent analytical, diagnostic, and root-cause troubleshooting abilities; ability to exercise good judgment under pressure while maintaining a professional demeanor.
Outstanding verbal and written communication skills with the ability to translate complex technical jargon into clear, accessible guidance for non-technical users.
Familiarity with modern support and productivity tools (Zendesk, Excel, Google Drive, CRM tools).

Nice To Haves

Direct experience using CallRail or similar call-tracking and marketing attribution platforms.
Technical experience or aptitude with MySQL, HTML, CSS, JavaScript, REST APIs, or browser developer tools for debugging.
Degree in Computer Science, Information Technology, or equivalent practical experience.

Responsibilities

Perform active troubleshooting and initial guided diagnostic support across all CallRail products via live channels (phone, chat, web, and email).
Look beyond immediate break-fix issues to understand customer goals and provide proactive solutioning.
Guide customers through workflow and implementation best practices.
Verify and maintain smooth data flow across CallRail features and third-party MarTech ecosystems (e.g., Google Ads, Google Analytics, HubSpot, Salesforce, Zapier).
Adhere to Customer Support protocols, including properly coding trouble tickets, maintaining ACD queue availability, conducting professional interactions, and meeting Average Talk and Wrap Up time objectives.
Meticulously log and document all customer interactions, setup configurations, and troubleshooting steps in our ticketing system (Zendesk).
Ensure complex setups are thoroughly tested before resolving.
Follow established escalation processes for complex Tier 2/3 issues.
Identify, document, and escalate bugs or outages with clear, precise reproduction steps for product and engineering teams.
Maintain high customer satisfaction by communicating resolution expectations with professionalism and empathy.
Contribute to team documentation, internal support processes, and active participation in training for new products and features.
Leverage AI platforms and modern support tools to streamline operations, solve complex problems efficiently, and maintain industry benchmarks.