The Position
CallRail is looking for 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.
What You'll Do
- 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:
- 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:
- 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.
What You'll Need
- 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
- 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
If you do not meet all the requirements listed, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that aligns with your skills and experience.
Additional Perks
- 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