CallRail · 11 hours ago
Technical Support Specialist - Tier 1
Atlanta, GA (Hybrid)
Full-time
Hybrid
Mid Level
3+ years expCallRail is seeking a motivated and customer-focused Tier 1 Technical Support Agent to join our team. In this role, you will be the first point of contact for our customers, providing initial support and troubleshooting for technical issues with the goal of successful resolution for CallRail’s customers.
AdvertisingAnalyticsBusiness IntelligenceSmall and Medium Businesses
Responsibilities
Demonstrate a solid understanding of CallRail’s business rules as they relate to customers and all associated transactions
Utilize CallRail technical resources to resolve customer challenges or provide troubleshooting guidance including but not limited to providing:
Workflow and implementation best practices for CallRail products
High-level overview of products and features
Integration guidance in line with other Tier 1 agents
Perform active troubleshooting or initial guided diagnostic support to confirm client support needs across all CallRail products
Provide professional, first-level technical support to customers via live interactions across all channels: phone, chat, web and email support
Adhere to Customer Support team expectations and protocols including:
Properly code trouble tickets using ticket classification Guidelines
Conducting each interaction with professionalism and appropriately communicating resolution and/or escalation expectations
Maintaining ACD availability to answer all incoming customer calls in the queue with appropriate opening script, customer identification, Average Talk and Wrap Up time objectives
Documenting customer interactions and troubleshooting steps in our ticketing system
Following escalation processes
Maintain a high level of client satisfaction on assigned interaction
Contribute to the improvement of support processes and documentation
Actively participate in training classes for new products and features
Qualification
Required
3-5+ years of professional experience with telephone support and troubleshooting
BS in Computer Science or equivalent work experience
Excellent communication and interpersonal skills
Be an active contributor in a positive team environment
Excellent analytical, troubleshooting and problem-solving skills
Ability to work well under pressure while maintaining a professional demeanor
Familiar with support tools (Excel, Google Drive, Zendesk)
Basic understanding of computer hardware, software, and networking concepts
Demonstrated ability to exercise good judgment in dealing with customers' technical issues
Strong problem-solving abilities
Ability to work in a fast-paced environment
Preferred
Technical experience or aptitude with MySQL, HTML, CSS, JavaScript, REST API's, Google Analytics, Google Ads are all helpful but not required
Customer service experience is a plus
Benefits
Healthcare (one option covered at 100% for employees)
Dental & Vision Coverage
Competitive HSA with company matching
Paid parental leave
Flexible vacation policy
401K options with company dollar-for-dollar match
Employee stock options available from day one
$2,000 annual educational allowance
Catered lunch every Tuesday * an in-office perk
MARTA transportation or office parking expenses covered
Employee charitable donation company match, up to $500 annually
Regular company outings and events
Hybrid work options with $500 office stipend to set up your home office
Designated bike storage
Company
CallRail
CallRail is a phone call tracking and analytics platform businesses use to understand which marketing campaigns drive leads and conversions.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$137.49MKey Investors
Square 1 BankWain Kellum
2020-11-25Series Unknown· $45.59M
2018-10-16Debt Financing· $15M
2017-09-26Series Unknown· $75M
Leadership Team
Elliott Wood
CTO
Kimberly Lipscomb
Vice President Revenue Operations
Recent News
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