Product Support Analyst

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.
• Monitor service desk ticket volume and ensure timely closure of all assigned tickets.
• Achieve performance targets set by leadership for Key Performance Indicators.
• Work various shifts as needed.
• Perform additional duties as assigned by management.

Employee Competencies:

• Excellent critical thinking skills with a proven track record in root cause analysis.
• Exceptional communication skills, both verbal and written, with English being the preferred support language.
• Ability to prioritize tasks based on urgency and scope.
• Effective listening skills to understand client requirements.
• Capability to work effectively across all functional groups, ensuring 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 products and service offerings.
• Willingness to train on new products to provide high-level support.

Experience Requirements:

• 2+ years of technical support experience in a Product Support Environment, 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 Requirements:

• Associate degree / Technical College or equivalent experience.

This job description outlines the key activities, duties, and responsibilities required of the employee, but it is not exhaustive. Job requirements and responsibilities may change due to business conditions or other reasons.

Black Box is an Equal Opportunity Employer. In compliance with Federal, State, and Local laws, Black Box does not discriminate based on race, color, marital status, sex, sexual orientation, religion, national origin, age, disability, veteran status, genetic information, or any other protected status. We are committed to recruiting, hiring, training, and promoting the most qualified individuals.

What’s in it for you at Black Box Network Services?

Black Box Network Services, a leading technology solutions provider, assists customers in designing, deploying, and managing their IT infrastructure with high-value products and services. Our competitive total rewards benefits package includes medical, dental, and vision coverage, along with additional benefits such as 401K, life insurance, employee assistance programs, fitness reimbursements, identity theft protection, education/scholarship programs, and more.

We recognize that attracting exceptional talent requires more than competitive compensation and benefits. Black Box offers challenging work with opportunities for advancement within the organization. If you seek a business that rewards individual achievement and growth, Black Box is the place for you!

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