Essential Functions:
- 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.
- Perform additional duties as assigned by management.
Experience Requirements:
- 2+ years of technical support experience with call center exposure, 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.
Education & Competencies:
- Associate's degree or equivalent education.
- Exceptional communication skills, both verbal and written, 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.
- Capability to work effectively across all functional groups, ensuring 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.
#LI-VB1
Top Skills
What We Do
Black Box is a global digital infrastructure integrator delivering network and system integration services and solutions, support services, and technology products to businesses in the United States, Europe, India, Asia Pacific, the Middle East, and Latin America and has around 4,000 professionals globally. Black Box has strong service offerings in network integration, digital connectivity infrastructure, data center build-out, modern workplace, and cybersecurity for businesses across various industries including financial services, technology, healthcare, retail, public services like airports; manufacturing, and other sectors.
